Job Title: IT Help Desk Analyst
Location: Little Rock, AR 72201 (Onsite Role)
Contract Duration: 7 - 10 Months. (Extendable for Multiple years)
Client: State Client
Interview Type: In-person - Face 2 Face Interview
Short Description:
The Help Desk Analyst is responsible for identifying and detailing opportunities for improvement with internal processes, training, and the quality of service.
Complete Description:
ON-SITE ONLY
AVAILABLE FOR EXTENSIONS
The Help Desk Analyst is a member of the CIS Application Support Team. This team is primarily responsible for support Client-provided court management applications. The Help Desk Analyst will be responsible for answering calls and emails from customers, diagnosing problems, and helping troubleshoot customer support issues. The Analyst will provide professional and prompt real-time support to customers seeking support for Client applications.
Years of Experience: At least 3 years in a fast-paced customer service role
Education: 4 year college degree preferred
Role Description:
Answer telephones and emails and provide support to application users
Identify, evaluate and prioritize customer problems and services.
Utilize all technical resources to solve customer problems.
Escalate unresolved calls to appropriate support staff or service group.
Adhere to defined Help Desk procedures and standards.
Participate in on-going testing, training and departmental development.
Maintain accurate records and call logs for management reporting.
As needed, instruct end users in the appropriate use of reference materials
Performs functional testing of the software as related to preparation for training materials and other related responsibilities as required or assigned.
Read and comprehend technical service manuals and publications.
Detect and correct equipment errors.
Prioritize and schedule own workload.
Assist in coordination of changes, upgrades and new products.
Manage and report time spent on all work activities.
Complete assigned tasks.
Strong communication skills; both written and spoken.
Ability to work independently as well as part of a team environment.
Ability to work under pressure is an essential function of the job.
Communicate accurate and useful status updates.
Follow quality standards.
Ability to work in a team environment
Skill (Required / Desired)
Customer Support -Required
Working with end users - Required
Problem solving and follow-up skills - Required
Excellent oral and written communication - Required
Experience with court software - Required
Experience with the Arkansas Courts - Desired
Ability to learn new systems - Required
Experience resolving technical problems -Required
Thanks
Mudassir Khan
mudassir.k@emonics.com
Emonics LLC
