Help Desk Analyst - Billingual

GENERAL DESCRIPTION OR PURPOSE OF THE JOB:

Under general supervision, this role is primarily responsible for ensuring the process to manage incidents and requests to support users by providing appropriate equipment and access to systems and data in a timely manner. Provides help and assist in all the activities related to the department and serve as second line of support as a system specialist to take care of escalated customer inquiries and Tier II incident management.

RESPONSIBILITIES / ESSENTIAL FUNCTIONS:


Responsibility/Function

Provide first and second tier support to PC users on multiple hardware platforms and operating systems
Provide first and second tier support to PC users for assistance with standard approved software applications
Take escalations from tier I support and perform call backs and follow ups to ensure user’s issues have been resolved or assigned to the proper team
Collaborate with IT/Business staff to ensure smooth and reliable operation of systems for fulfilling business objectives and processes
Process hardware and software requests for new user setup and upgrades
Provide assistance to mobile device users
Troubleshoot problems to resolution or escalate to Supervisor, Tier 3 support or other departments when necessary
Use various automated tools and support systems, including incident and problem management, asset management, knowledgebase, diagnostic and remote-control systems, and phone call system
Incident trend recognition
Provide appropriate access to systems and data, setup of requested processing and retention of historical information
Create and maintain documentation as it relates to system configuration, mapping, processes, and service records
Demonstrate ownership and urgency for problem resolution by retaining ownership of problems, by tracking and updating the progress of the problem ticket, by ensuring results meet Service Level and by consulting with vendors and other Jostens IT staff for problem solutions
Identify trends and potential problem sources by reviewing Incident records. Produce reports to monitor problem trends and contribute to continuous process improvement
Create accurate detailed documentation within incident and request tracking system, including accurate and complete documentation of phone calls
Maintain and work within the necessary controls and procedures to ensure support service levels are achieved, to protect business systems and data, and to provide functional expertise on the security, integrity, and privacy of this data.
Actively participate on the team within IT Security to assist in establishing security policies and procedures
Interact with all levels of IS support teams to notify them of identified technical and operational details concerning the core problem
Maintain awareness and training to keep abreast of new software and hardware product developments and customer service skills
Participate in the quality improvement process
Participate in maintaining the Help Desk knowledgebase.
Assume additional related responsibilities as assigned