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| City |
Omaha |
| State |
Nebraska [NE] |
| Title |
Help Desk Analyst |
| Job Type |
Contract for Hire |
| Est. Duration |
3-6 months |
| Overview |
Job Description:
General Description: Supports the customer, computer systems, networks, and/or processes through effective communications, problem-solving techniques and operations/production management to ensure business objectives and requirements are met. Initiates problem resolution and/or corrective action in a timely and efficient manner.
Provides excellent customer service via telephone. Strives to meet service expectations through effective communication, listening and problem solving techniques. Uses standards to ensure I/S Service requirements are met.
Records, identifies, monitors, resolves and escalates problems and issues that include, mainframe, distributed systems, network, workstation tools, applications, and voice and data technologies. Monitors, controls and coordinates production activities. Interacts with customers, systems, and applications to manage the daily operations. Recognizes problems situations, invokes recovery procedures and initiates corrective action as required
Collects, researches, organizes and interprets data to support the development, enhancement and/or maintenance of system support processes to ensure business requirements are met. Identifies, defines and documents technical and business problems and/or opportunities.
Obtains and maintains up-to-date knowledge of the companies business functions, work processes and systems. Keeps abreast of industry trends and technologies.
ACCOUNTABILITIES
Command Center Operations
Perform call/problem management. Interacts with customers, systems, and applications and Interacts with system and application generated messages to manage the day-to-day environment. Recognizes potential problem situations, invokes recovery procedures, and take corrective actions as required.
Customer Supplier relations
Work in a manner that results in customer satisfaction with the services provided. Demonstrates effective service skills; maintains or enhance self-esteem, listens and responds with empathy, ask for ideas and / or offer suggestions. Utilizes “Service Steps”: acknowledge the person, clarify the situation, meet or exceed expectation and confirm satisfaction.
Command Center Analysis
Locate, use, and document appropriate sources of information for analysis. Gathers the appropriate level of information for different situations. Analyzes, organizes, prioritizes, and interprets collected information.
Business Knowledge
Effectively communicates with other associates within the Companies. Follows predefined Command Center processes and procedures. Prepares effective written communication.
IMPACT RESULTS
The accountabilities within the job description will impact on the following results
Positive Impact
Significant positive financial impact and gains in customer impact via higher availability and moderate gains in customer impact through tactical planning.
Impact of Error
Significant financial loss or customer impact.
Service Goals
Meets or exceeds individual service goals. Actively participates and contributes to the meeting of Team, Area, Division, and Operation Service Goals. Provides task-level leadership, guidance, and direction.
Competency
Increases technical knowledge of assigned technologies and demonstrates application of that knowledge. Increases breadth of knowledge within assigned technical domain and is able to demonstrate application of that knowledge.
Proficiency
Displays efficiency of their work processes and applies knowledge and traits to increase throughput for their deliverables.
Innovation
Proactively seeks new opportunities to creatively apply technology and knowledge within their Team, Area, and Division.
Customer Satisfaction
Treats customers with respect, dignity, and appreciation. Adds value to customer interactions.
Candidates Must Have:
Help Desk Operations
Desktop Software/Tools- Breadth
Unix Environment- Breadth
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