Help Desk Analyst

Role Description

• Answer telephones and emails and provide support to application users
• Identify, evaluate and prioritize customer problems and services.
• Utilize all technical resources to solve customer problems.
• Escalate unresolved calls to appropriate support staff or service group.
• Adhere to defined Help Desk procedures and standards.
• Participate in on-going testing, training and departmental development.
• Maintain accurate records and call logs for management reporting.
• As needed, instruct end users in the appropriate use of reference materials
• Performs functional testing of the software as related to preparation for training materials and other related responsibilities as required or assigned.
• Read and comprehend technical service manuals and publications.
• Detect and correct equipment errors.
• Prioritize and schedule own workload.
• Assist in coordination of changes, upgrades and new products.
• Manage and report time spent on all work activities.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.
• Ability to work independently as well as part of a team environment.
• Ability to work under pressure is an essential function of the job.
• Communicate accurate and useful status updates.
• Follow quality standards.
• Ability to work in a team environment