Dell
Service Desk Analyst Mid
Washington D.C. Metro Area, US - Computer Hardware, Computer Software, Information Technology and Services
Job Description
Provide support for incident resolution and services requests reported to the Service Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools (e.g. remote access tools), and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner Tier II support organizations. Other duties include but are not limited to:
Address and resolve basic incidents and requests; logs all incidents and requests; escalate to other service desk resources or appropriate Tier II organizations to resolve incidents that are beyond the scope of ability or responsibility.
Use the appropriate categories for logging incidents and requests.
Create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensure the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyze and resolve incidents and requests regarding use of application software or hardware. Log and track incidents and requests from identification through resolution. Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Document resolutions and updates self-help and staff knowledge bases.
Grow in knowledge of deployed technologies and software increasing ability to resolve incidents and service requests on first contact.
Continually augment the knowledge base with knowledge articles to improve the ability to accurately identify known resolutions in a timely manner.
Provides after hours and on-call support as needed.
Adheres to and supports NARA and Attain standards, policies, and procedures.
Maintains and protects confidentiality off information.
Adheres to Attain value statements.
Performs other duties as assigned
Be willing and available to work in excess of 40 hours per week, as required. Provide after hours and on-call support as needed.
Follow defined NARA procedures for incident resolution:
Accurately document all requests for support in an approved Government ticket tracking system, and all Vendor- or Government-identified outages, problems or incidents. NARA user requests for support are received by the NARA Service Desk via phone call, e-mail or in-person. Enter all requests into NARAs ticket tracking system and assign a tracking system ticket number. Enter data according to the approved service desk manual.
Track and update trouble tickets according to the approved service desk manual.
Close trouble tickets in accordance with the approved service desk manual.
Mentor more junior service desk members to elevate responsiveness and quality of service for the Service Desk operations. Make on going recommendations to improve efficiency and effectiveness of the Service Desk. Support ongoing measures to reduce call volume and increase first call resolution through improved call handing, knowledge management, and improved skills.
Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software - industry or proprietary. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc). Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation.
Required Skills
Desired Skills
Education
High School diploma or GED
Experience
4 years of general IT support, including 2 years of relevant experience.
Requirements
Hazards
No salary provided
Posted July 01, 2014 at 04:50AM from LinkedIn http://ift.tt/1x9GeBM
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