Analyst - Service Desk Analyst - Quadrant, Inc.
Bethesda, MD 20817
About the Job
Service Desk Call Support Analyst s
Telework
MUST:
Public Trust clearable
Experienced Service Desk Call Support Analyst
3-5 yrs. customer support experience providing functional support
Have grants management history experience that fits the position
Experience working within the National Institutes of Health or another Federal Agency
Prior customer and end---user support experience required.
Must have excellent communications skills.
Prior experience working with a ticketing system or other Help Desk tools.
Knowledge and understanding of the System Development Life Cycle (SDLC)
Excellent problem solving and analysis skills with the ability to effectively troubleshoot and
resolve or escalate problems.
Use critical thinking to break down problems, evaluate solutions and make decisions.
Ability to identify and utilize relevant resources to provide customers with information and
resolution.
Strong research and resource management skills.
Understanding of the Federal Grants process is highly preferred.
Application software support troubleshooting is a plus.
BS Degree highly preferred
DUTIES:
Service Desk Call Support Analyst s Engage with a high volume of customers daily, respond to their software service requests Via telephonic and web-based communications.
Triage problems and document triage methodology in CRM ticketing system.
Troubleshoot and analyze system application issues accurately in a fast-paced environment.
Maintain accurate information and timely updates using a CRM ticketing system.
Follow proper escalation guidelines.
Experience supporting system issues with internal and external users.
Review training material and other resources to accurately apply business application
knowledge when communicating with end-users.
Work with team members and subject matter experts to document /communicate changes to support the team mission.
Analyze and correct system problems using documented procedures, available tools, and
personal knowledge and skills.
Increase customer satisfaction by resolving issues.
Participate in continuous improvement by generating suggestions , engaging in problem solving to support teamwork
Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.
Telework
MUST:
Public Trust clearable
Experienced Service Desk Call Support Analyst
3-5 yrs. customer support experience providing functional support
Have grants management history experience that fits the position
Experience working within the National Institutes of Health or another Federal Agency
Prior customer and end---user support experience required.
Must have excellent communications skills.
Prior experience working with a ticketing system or other Help Desk tools.
Knowledge and understanding of the System Development Life Cycle (SDLC)
Excellent problem solving and analysis skills with the ability to effectively troubleshoot and
resolve or escalate problems.
Use critical thinking to break down problems, evaluate solutions and make decisions.
Ability to identify and utilize relevant resources to provide customers with information and
resolution.
Strong research and resource management skills.
Understanding of the Federal Grants process is highly preferred.
Application software support troubleshooting is a plus.
BS Degree highly preferred
DUTIES:
Service Desk Call Support Analyst s Engage with a high volume of customers daily, respond to their software service requests Via telephonic and web-based communications.
Triage problems and document triage methodology in CRM ticketing system.
Troubleshoot and analyze system application issues accurately in a fast-paced environment.
Maintain accurate information and timely updates using a CRM ticketing system.
Follow proper escalation guidelines.
Experience supporting system issues with internal and external users.
Review training material and other resources to accurately apply business application
knowledge when communicating with end-users.
Work with team members and subject matter experts to document /communicate changes to support the team mission.
Analyze and correct system problems using documented procedures, available tools, and
personal knowledge and skills.
Increase customer satisfaction by resolving issues.
Participate in continuous improvement by generating suggestions , engaging in problem solving to support teamwork
Source : Quadrant, Inc.
