Helpdesk Desk Supervisor, Helpdesk Manager
POSITIONS REPORTING TO THIS POSITION:
PURPOSE OF THE POSITION:
The Help Desk Analyst's role is to ensure proper computer operation so that end
users can accomplish business tasks. This includes receiving, prioritizing,
documenting, and actively resolving end user help requests. Problem resolution
may involve the use of diagnostic and help request tracking tools, as well as
require that the individual give in-person, hands-on help at the desktop level.
Field incoming help requests from end users via both telephone and e-mail in a
Document all pertinent end user identification information, including name,
department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the
appropriately experienced technician.
Record, track, and document the help desk request problem-solving process,
including all successful and unsuccessful decisions made, and actions taken,
through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked
questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by
Perform hands-on fixes at the desktop level, including installing and upgrading
software, installing hardware, implementing file backups, and configuring
systems and applications.
Install anti-virus software.
Performing preventative maintenance, including checking and cleaning of
workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Note:The job duties and responsibilities outlined in this form are the standards associated with
the performance of the job. The description is not intended and shall not be interpreted as a
comprehensive list of all tasks, duties, and / or responsibilities of the position.
Perform post-resolution follow-ups to help requests.
Evaluate documented resolutions and analyze trends for ways to prevent future
Develop help sheets and frequently asked questions lists for end users.
College degree in the field of computer science and/or 3 years relevant work
Certifications in computer A+ required, Network + desirable
TECHNICAL SKILLS / EXPERIENCE:
Knowledge of basic computer hardware, including printing
Experience with desktop operating systems, including win95-XP
Extensive application support experience with MsOffice, Outlook
Working knowledge of a range of diagnostic utilities, including VNC, Ghost
Good understanding of the organization's goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Produce and maintain tracking reports for our major customers
Communicate effectively with carriers
Coordinate and manage the movement of product from point to point
Heavy problem solving and tracking research duties
Extensive to research with in issues from Field technicians that need immediate resolution.
Daily reporting of Account performance, Phone Coverage
Ensuring CSR binders containing account processes are updated with current information
Efficiently process orders if needed, in windows based program
Work efficiently with Resource Stocking Locations (RSL) to provide delivery accuracy to technician
Escalating of all Critical situations to provide technician with status on issues
Constant communication between technician, and RSL
coordinate and managed the SNET account
Involved in other Misc. accounts including: Flyleaf, Hallmark, BMW Nortel,
Trademark, Tiburon, Spam
Training of new customer service representatives
Handled Issues including inquiries complaints and orders
Daily reporting of Account performance, Phone coverage
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