DOC - EXCEPTION (Area 5, Chester County, SCI Chester) (Help Desk Level 2) - Compu-Vision Consulting Inc.
Chester, PA
About the Job
Title: Help Desk Analyst 2
Duration: 7 Months
Type: Fully Onsite
Location: Chester, PA 19013
Help Desk Analyst, Tier 2 technical support for hardware and software with 5+ years of experience.
Complete Description:
The Help Desk Analyst provides Helpdesk Level 2 Support by performing the skills listed below.
Role Description:
" Manage expectations at all levels: customers/end users, executive sponsors.
" Ensure quality standards are followed.
" Monitor the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
" Act as the escalation point for high priority support issues.
" Able to make recommendations on policies on system use and services.
" Calls software and hardware vendors to request service regarding defective products.
" Acts as a subject matter expert for one or more custom or COTS applications.
" Talks to programmers to explain software errors or to recommend changes to programs.
" May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
" Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
" Write software and hardware evaluation and recommendations for management review.
" Write or revise user-training manuals and procedures.
" Develops training materials, such as exercises and visual displays.
" Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.
" Provides technical assistance, support, and advice to end users for hardware, software, and systems.
" Provides hands-on technical assistance to business and technical users.
" Investigates and resolves computer software and hardware problems of users.
" Serves as a contact for level 1 support.
" Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
" Determines whether problem is caused by hardware, software, or system.
" Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
" Talks with technical and non-technical co-workers to research problem and find solution.
" Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
" Experienced with a variety of call-tracking software and systems.
" Reads trade magazines and engages in independent study to maintain current industry knowledge.
" Follow quality standards and displays strong customer service skills.
" Able to work in a team environment.
" Complete assigned tasks.
" Strong communication skills; both written and spoken.
Skills:
Duration: 7 Months
Type: Fully Onsite
Location: Chester, PA 19013
Help Desk Analyst, Tier 2 technical support for hardware and software with 5+ years of experience.
Complete Description:
The Help Desk Analyst provides Helpdesk Level 2 Support by performing the skills listed below.
Role Description:
" Manage expectations at all levels: customers/end users, executive sponsors.
" Ensure quality standards are followed.
" Monitor the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
" Act as the escalation point for high priority support issues.
" Able to make recommendations on policies on system use and services.
" Calls software and hardware vendors to request service regarding defective products.
" Acts as a subject matter expert for one or more custom or COTS applications.
" Talks to programmers to explain software errors or to recommend changes to programs.
" May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
" Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
" Write software and hardware evaluation and recommendations for management review.
" Write or revise user-training manuals and procedures.
" Develops training materials, such as exercises and visual displays.
" Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.
" Provides technical assistance, support, and advice to end users for hardware, software, and systems.
" Provides hands-on technical assistance to business and technical users.
" Investigates and resolves computer software and hardware problems of users.
" Serves as a contact for level 1 support.
" Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
" Determines whether problem is caused by hardware, software, or system.
" Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
" Talks with technical and non-technical co-workers to research problem and find solution.
" Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
" Experienced with a variety of call-tracking software and systems.
" Reads trade magazines and engages in independent study to maintain current industry knowledge.
" Follow quality standards and displays strong customer service skills.
" Able to work in a team environment.
" Complete assigned tasks.
" Strong communication skills; both written and spoken.
Skills:
| Tier 2 technical support for hardware and software | Required | 5 | Years |
|
| Experience with call tracking and ticketing software | Required | 5 | Years |
|
| Provides user training, documentation, manuals | Required | 5 | Years |
|
| Managing and assigning support issues | Required | 5 | Years |
|
| 4 year college degree in field of specialty or equivalent experience | Highly desired |
|
Source : Compu-Vision Consulting Inc.
