The Help Desk Analyst is doing call center work. They are taking calls and
helping people on the computer with logins, resets and assistance getting
through applications and escalating tickets to tier two when necessary. There is
no wiring, hooking up or unhooking anything, no remote access nothing like that.
The Call Center Analyst analyzes and troubleshoots business application support
problems and applies his or her understanding of computer software and hardware
products and application services to resolve user problems.
Role Description:
• Receives telephone calls and e-mails from users having problems using business
application or inquiring how to use specific aspects of the applications.
• Ascertains the nature of problem, determine whether problem is caused by
hardware such as modem, printer, cables, or telephone, or is an application
issue and logs in tracking system.
• Escalates issues in accordance with defined procedures.
• Assists users through problem solving steps.
• Uses technical databases to research problems, and talks with co-workers to
research problem and find solution.
• Makes appropriate use of reference publications and diagnostic aids in
resolving technical problems.
• Assists in coordination of changes, upgrades and new products, ensuring
systems will operate correctly in current and future environment.
• Provides accurate and complete answers to general use and administrative
environment questions in a timely manner.
• Communicates accurate and useful status updates.
• Manages and reports time spent on all work activities.
• Follows quality standards.
• Able to work in a team environment.
• Completes assigned tasks.
• Strong communication skills; both written and spoken.