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