Job description:

DESIGNATION: Analyst -Help Desk,
QUALIFICATION:
Level I Title: Analyst Help Desk Business Unit: Infrastructure Department: Service Desk Operations Job Summary The Analyst Help Desk is responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Analyst - Help Desk role. All Analyst - Help Desk s are subject to shift changes to adapt to the business needs of the Service Desk.
Principal Responsibilities:
(Essential Function):Shift Schedules
Adhere strictly to shift schedule. Timeliness a key requirement.
Flexibility to changes in shift schedules, as dictated by Management is required
Call Handling
Provide comprehensive technical support services to support center customers
Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.
Use all available Knowledge Management Tool during the call Take all necessary steps to ensure customer satisfaction at the end of the call
Call Logging
Create and submit detailed call logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call logging components
Confirm and update customer profile information as needed
Escalation
Promptly notify management of any potentially dissatisfied customers
Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention
Open Calls
Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.
Knowledge and Standards
Proactively seek and possess business acumen for all clients supported
Maintain technical proficiency in all applications utilized by clients supported
Participate in all company organized training events
Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution
Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
Other tasks
Perform customer support related tasks and special projects as assigned by management
Liaise as necessary interdepartmentally to seek resolutions to all issues reported
Participate in client events, as appropriate (client training, meetings, etc.)
Job Requirements
Education/Experience:
High School Diploma or equivalent required
Microsoft Certified Professional certification preferred
Minimum of 6-12 months of previous experience
SKILLS:
DWP-USS-SERVICE DESK
EXPERIENCE: 0-2.5 Years

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.
• To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update and self develo