THIS IS A TEMPORARY POSITION. Term of project is 6 months.
A highly skilled, seasoned professional, the Technical Helpdesk Analyst applies a broad, working knowledge of information technology products and services to more complex assignments and assists less experienced staff in the application of technical concepts, practices and procedures. Incumbents are competent to work on fairly complex assignments (and/or portions of more large, complex efforts) and perform a full range of technical helpdesk support. May provide occasional functional and technical guidance to less experienced staff. The incumbent oversees and coordinates with quick-response customer support team and interfaces with clients (over the phone) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues. The incumbent works under limited supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems.
REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES*
Analyzes help desk efforts and is involved in the more complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional/technical standards.
Coordinates with quick response team to troubleshoot hardware, software and/or network operating problems.
Performs detailed reviews and analysis of support efforts including the implementation of potential process changes, new technology and other factors/trends impacting client service levels.
Provides input and works with customers as well as management on the status of current resolution efforts and attends daily/weekly meetings.
Prepares functional test plans, conducts process tests and confirms results. Develops sampling methodologies by applying standard statistical techniques and software packages. Develops and maintains sampling systems. Performs data sampling and provides interpretation.
Provides data for input to daily logs, turnovers, reruns, and equipment malfunction reports to ensure the highest service levels are maintained.
May provide technical advice, providing front line telephone support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel.
Provides analysis in the tracking and reporting of maintenance and may design and recommend methods for system improvement including procedural steps, increased training, and enhanced documentation.
Provides interpretive analyses, preparing flowcharts and associated diagrams/ enhancement plans as required.
Interfaces with production support to gather relevant information and update Help Desk/customer on the advanced troubleshooting progress and provides detailed analysis on potential business impact.
May provide technical/project guidance to Technical Assistance Center Technicians during the troubleshooting process, training on new products and assistance in the development of their skills.
EDUCATION & TYPICAL YEARS OF EXPERIENCE:
Bachelor's degree in a related technical field or equivalent work experience.
Minimum of 5-7 years progressively responsible experience, demonstrating in-depth working knowledge with a broad range of Help Desk, Call Center or customer service experience.
Strong demonstrated analytical and creative problem solving skills.
Good PC literacy.
Computer literate with proficiency in information systems and software applications.
Good customer service orientation and appreciation of role as ACS' representative
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