Help Desk Analyst

Help Desk Analyst
Full Time
Telecommuting not available Travel not required

Job Description

Help Desk Analyst

Essential Duties and Responsibilities

  • Provide direct assistance to FAITAS customers via telephone, Service Now tickets, and email; provide instruction on the use of FAITAS via telephone, Service Now, email and user coaching as required.

  • Coordinate efforts with staff associates and subject matter experts to resolve problems; maintain liaison with network users and technical staff to communicate the status of problem resolution; assist with monitoring ATRRS network management systems.

  • Log and track each request and appropriate demographic data related to each request.

  • Assist with compiling data and prepare reports setting forth progress, adverse trends, and appropriate recommendations based on information from the Call Management Tracking System. Assist with compiling and regularly maintaining a log of Frequently Asked Questions (FAQ) originating with all categories of customers. Assist with providing and managing official answers to all FAQs and distribute same to all interested stakeholders.

  • Contribute to the preparation of procedure manuals and documentation for help desk use; conduct periodic customer satisfaction surveys and track customer problem trends; make recommendations for improvements to FAITAS and create reports based on information provided from customer surveys and trend analyses.

  • Assist in training personnel who provide backup coverage and in training users related to the operation and maintenance of FAITAS. Be available for limited travel.

  • Assist in the review and processing of student training applications and cancellations for FAI-sponsored training; assist in training class management processes for FAI and other agencies'-sponsored training.

  • Perform other related duties incidental to the work described herein.

Minimum Qualifications

Position requires a Public Trust - active Public Trust or Secret security clearance is a plus.

Knowledge, Skills, and Abilities

Must have: strong interpersonal and communications skills; ability to clearly express ideas and solutions to customers and colleagues; well-developed presentation, telephone and writing skills; strong attributes as a team player.

Prefer 1-3 years as a Customer Service Representative or Help Desk operator for a system that has a large customer base.

Prior experience with Federal Government Civilian workforce or specifically FAITAS customer base is a plus.


Posted By

ASM Research

Dice Id : 10238000
Position Id : 5844-539
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