The Level I Help Desk Analyst's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Strategy & Planning
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Acquisition & Deployment
Field incoming requests to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
Build rapport and elicit problem details from Help desk customers.
Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
Record, track and document the Help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Install anti-virus software and ensure virus definitions are up-to-date.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow ups to help requests.
Develop help sheets and FAQ lists for end users.
Reinforce SLAs to manage end-user expectations.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
Education: College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
Knowledge of basic computer hardware, including PCs, printers, scanners, etc. Experience with desktop and server operating systems, including XP, Vista, Windows 7.
Extensive application support experience with FFH supported applications. Working knowledge of a range of diagnostic utilities, including Event Viewer, Performance Monitor.
Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Strong documentation skills.
Knowledge in -
Help Desk / Service Request Management
Incident Management (Incident Management aims to restore normal service operation as quickly as possible and minimize the adverse effect on business operations, thus ensuring that the best possible levels of service-quality and -availability are maintained.)
Problem Management (Problem Management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A
problem' is an unknown underlying cause of one or more incidents, and aknown error' is a problem that is successfully diagnosed and for which either a work-around or a permanent resolution has been identified)
Ordering and maintain database of supplies, hardware, software, maintain license for all software purchased.
SUPERVISORY RESPONSIBILITY This position has no supervisory responsibilities.
PHYSICAL DEMANDS/WORK ENVIRONMENT 40-hour on-site work week. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. LIFTING AND TRANSPORTING OF MODERATELY HEAVY OBJECTS, SUCH AS COMPUTERS AND PERIPHERALS
TRAVEL This position does not require travel.
South State Bank