Help Desk Analyst

Years of Relevant Experience: 5 plus years field experience

Preferred Education: 4-year college degree in field of specialty

Role Description:

Provides technical assistance, support, and advice to end users for hardware, software, and systems.

Provides hands-on technical assistance to business and technical users.

Investigates and resolves computer software and hardware problems of users.

Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

Determines whether the problem is caused by hardware, software, or the system.

Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

Talks with technical and non-technical co-workers to research the problem and find a solution.

Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic

software or by listening to and following instructions.

Experienced with a variety of call-tracking software and systems.

Reads trade magazines and engages in independent study to maintain current industry knowledge.

Follow quality standards, and display strong customer service skills.

Ability to work in a team environment.

Complete assigned tasks.

Strong communication skills, both written and spoken.

Calls software and hardware vendors to request service regarding defective products.

Acts as a subject matter expert for one or more custom or COTS applications.

Talks to programmers to explain software errors or to recommend changes to programs.

May work as an in-house consultant and research alternate approaches to existing software and hardware when standardised approaches cannot be applied.

Tests software and hardware to evaluate ease of use and whether the product will aid the user in performing work.

Write software and hardware evaluations and recommendations for management review.

Write or revise user-training manuals and procedures.

Develops training materials, such as exercises and visual displays.

Train users on software and hardware on-site or in the classroom, or recommend outside contractors to provide training.

Manage expectations at all levels: customers/end users and executive sponsors.

Ensure quality standards are followed.

Monitor the team’s open backlog of support issues and re-assign issues as necessary to ensure they are

closed per agreed upon service levels.

Act as the escalation point for high-priority support issues.

Ability to make recommendations on policies on system use and services.

Skill

ServiceNow Experience

prior Service Desk Experience