- Years of Experience: At least 3 years in a fast-paced customer service role
- Education: 4-year college degree preferred
Role Description:
- Answer telephones and emails and provide support to application users
- Identify, evaluate and prioritize customer problems and services.
- Utilize all technical resources to solve customer problems.
- Escalate unresolved calls to appropriate support staff or service group.
- Adhere to defined Help Desk procedures and standards.
- Participate in on-going testing, training and departmental development.
- Maintain accurate records and call logs for management reporting.
- As needed, instruct end users in the appropriate use of reference materials
- Performs functional testing of the software as related to preparation for training materials and other related responsibilities as required or assigned.
- Read and comprehend technical service manuals and publications.
- Detect and correct equipment errors.
- Prioritize and schedule own workload.
- Assist in coordination of changes, upgrades and new products.
- Manage and report time spent on all work activities.
- Complete assigned tasks.
- Strong communication skills; both written and spoken.
- Ability to work independently as well as part of a team environment.
- Ability to work under pressure is an essential function of the job.
- Communicate accurate and useful status updates.
- Follow quality standards.
- Ability to work in a team environment
Working Relationships
The Help Desk Analyst has regular contact with elected court officials and court staff throughout the state, department staff, other state agency/institutions personnel, clients/students, and personnel of regulated entities. Must maintain a high degree of integrity, decorum and respect at all times and possess the ability to communicate with court personnel at all levels. Because this can be a fast-paced, high-stress environment at times, the successful candidate will have a customer-focused calm demeanor.