HELP DESK ANALYST Job in Stratford 06614, Connecticut Us
Help Desk Analyst
Documents reported problems in IT tracking system and provides first level support to customers. Provides
exceptional customer service and is able to multitask. Analyzes reported problems and assigns a severity based on department service levels. Troubleshoots problems in system applications and standard workstations . Communicates status of open problems to clients and escalates issues as required. Maintains current knowledge in hardware, network, and software used in the organization. Has a good understanding of network infrastructure and network topologies.
RESPONSIBILITIES
1. Customer Service and Communication
1 .1 Answers an equal percentage of calls as documented by ACD system
1 .2 Answers calls within three (3) rings 90% of the time as observed by manager
1 .3 Answer the telephone in an established format by the Help Desk guidelines
1 .4 Responds to Help Desk voice mail messages and checks Helpdesk E-mail when assigned no less than
three (3) times per day as observed by manager and customer feedback.
1 .5 Communicates the status of systems to appropriate personnel as required, as observed by manager.
1 .6 Notify clients of planned and unplanned outages within five (5) minutes of notification, giving estimated
time for recovery as observed by manager and feedback from customers
1.7 Follows up with customers on severity level one and two problems to ensure customer satisfaction as
observed by manager and documented by email and ticket
1 .8 Communicates service request status to customers when notified by tracking system.
1 .9 Keeps open dialog with clients to ensure proper completion of calls based on service levels monitored
by manager.
2. Reporting and Tracking
2 .1 Document and report all customers' problems accurately and professionally, ensuring appropriate
action, and responsiveness to users.
2 .2 When appropriate, triage calls according to severity levels and assign to appropriate personnel as
evident by tracking system.
2 .3 Records resolution accurately with all troubleshooting information in the tracking database
2 .4 Accurately process Request for Service. Contact clients as required
2 .5 Maintains accurate information in customer profile and problem location
Troubleshooting.
3 .1 Resolves 60% of received trouble calls as observed on Problem tracking system
3 .2 When required, assigns problem ticket to second level support in order to expedite problem resolution
as noted in the problem tracking database
3 .3 Manage escalated problem tickets based on query of tracking database
3 .4 Provides first level support for hardware problem calls as noted on tracking system.
3.5 Provides first level support in network related issues (e.g., mapping network drives, password resets,
unlock disable accounts, print queues/servers startup, etc).
3 .6 Guides customer in performing necessary procedures to check performance of hardware and software
and documents process as noted in tracking system
3 .7 Uses technical skills and seeks guidance to assist in the resolution of routine to complex issues
3 .8 Monitors printers and Cypress printers and reroute them to backup as required based on documented
procedures
3 .9 Updates assigned SOPs for accuracy annually
4. Security
4 .1 Verifies personnel access accounts and login before password changes and revokes using
documented processes for verification.
4 .2 Follows business rules when granting new passwords
4 .3 Maintaining SOPs related to password resets for applications
EDUCATION:
Minimum A+ Certification required. College degree in Information Technology preferred. HDI (Help Desk Institute) Support Center Analyst certification preferred.
EXPERIENCE:
Two years experience working as a Help Desk Analyst or in a related IT support field. Background in core help desk processes and best practices used in service and support centers (ITIL). Experienced in critical thinking skills to resolve incidents quickly and consistently. Demonstrated competency with Microsoft Office product suites and Outlook email application(s).
SPECIAL SKILLS:
Strong written and verbal communication and interpersonal skills; good organizational, time management, customer service and problem-solving skills; ability to work accurately, with interruptions, to meet deadlines; ability to work well independently and as part of a team; ability to exercise flexibility, initiative, good judgment and discretion. Baseline understanding of computing infrastructure and basic network topology and protocols. Knowledge of Windows XP, Vista and Windows 7 operating systems. Basic knowledge of PC hardware setup and configuration. Experience with using and troubleshooting MS Office products with emphasis on Word, Excel, Powerpoint, Outlook, Visio and Sharepoint applications. Able to work independently and effectively prioritize and manage numerous concurrent problems and projects. Excellent communication skills with the ability to Clearly and effectively communicate with technical and non-technical audiences both verbally and in writing. Solid understanding of proper grammar and spelling. Demonstrates success in working as part of a team and collaborating with other hospital staff. Demonstrated excellent typing, spelling and editing skills. Manages Help Desk E-mail, voice mail and IT ticket tracking queues.
ACCOUNTABILITY:
Provides exceptional customer service and first level support to customers of YNHH Information Systems
Department. Responds to customers efficiently and effectively. Ensures clear and accurate documentation is
maintained for all cases in the tracking system. Documents all calls accurately in tracking system. Responsible for the entry of customer service requests including follow up with the appropriate staff to ensure completion. Serves as an escalation point for the IT department in order to resolve non-routine or complex software, hardware and procedure problems. Manages the call tracking queue to ensure prompt and accurate support is provided to customers.
COMPLEXITY :
Position requires ability to multitask, solve technical problems, anticipate potential issues and work towards
resolution in order to maximize customer satisfaction.
INFORMATIONAL :
Must be flexible to work week days, evenings, nights, weekends and holiday shift(s) when needed to ensure 24X7 support coverage. Long periods of sitting at a computer workstation and speaking on the telephone via a headset with callers. Works with hardware and software tools requiring dexterity color recognition and eye to hand coordination. Must be able to differentiate audio frequencies, quickly maneuver keyboard entry and mouse movements. Frequent typing and speaking in easily understood English speech and vocal tones. Considerable amount of mental stress depending on amount of call volume and/or voice messages. Can be a high stress area requiring complete concentration/focus during emergency situations. May be required to work up to 50% of Health Systems holidays.