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| Title of job: |
Help Desk Analyst |
| Job Location: |
Scranton, Pennsylvania, 18501 |
| Job Type: |
Contract to Hire
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| Price Range: |
| Negotiable, Depending on experience |
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| Start Date: |
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| End Date: |
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| #1 |
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Technical |
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Information Systems |
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Help Desk / Technical Support |
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| Qualifications: |
The help desk analyst provides technical support for a functional help desk with an emphasis on software, databases, and general software support. The help desk analyst is responsible for resolving all incoming calls delivered to the help desk and managing escalated cases. Responds to a variety of technical issues from incoming calls or cases escalated by other help desk staff pertaining to all field application software. Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex client problems. Alerts clients and team members when a major problem is suspected. Performs recovery testing to confirm availability of systems where outages have occurred. Documents and tracks status of client inquiries coordinates appropriate response and follows up to ensure client satisfaction. Participates in the analysis of client identified issues or problems which may require changes to department procedures, standards or systems. Evaluates effectiveness of new utilities and tools. Performs related duties as assigned or requested. Support Desk Associates are required to: work rotating shifts (coverage hours 6:00am - 5:00pm), rotate Saturday's on-site coverage (7:00am - 3:00pm) rotate being on-call 24 X 7 via paging and cell phone. provide support for major installations Daily responsibilities: Manage new issues delivered to the help desk by utilizing troubleshooting techniques. Tracks issues using Remedy and Quality Center packages. Collaborate with developers and business analysts (tier 3 support) and document new issues. Research problem resolutions. Communicating outage items to the field, team, and/or division. Follow proper troubleshooting steps and escalation processes (i.e. outage reports to the Corporate Technology Management operation center/CTM OCC) detailed in the service level agreements (SLA). Daily & Weekly Health Status Reports for all major client groups. Daily Integrity Checks of systems and monitoring of status of nightly downloads. Monitoring of various platform components as well as the IVR. Integral part of the change management process. Job Requirements: Strong customer service skills; Great verbal & written communication; Proven experience in technical support; Established experience in diagnosing and resolving technical problems with software; and Experienced in Windows XP Remedy experience helpful Ability to multitask and prioritize Ability to learn new technologies and business processes quickly Must have sense of urgency when a problem arises Ability to work with a wide variety of people (business and technical) Flexible work schedule in order to provide on-site support to meet business needs
Other desired skills:
Help Desk Analyst |
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| Job/Project Details: |
We connect IT professionals with great career opportunities at leading companies. Whether your specialty is developing applications, providing systems support, testing software or something else entirely, we have jobs for you that match your interests and career goals. df-jb |
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