Help Desk Analyst

Description

• Helps customers who are having basic operation problems and system malfunctions.

• Receives customer problem reports and answers same under the guidance of Second Level.

• Answer questions regarding system procedures, on-line transactions, system status and downtime. Relays messages sent to or received from customers in a timely manner.

• Stays informed of all changes to the operating systems or software programs that affect customers. Relays requests for assistance that are outside the scope of the Help Desk to the appropriate group.

• Maintains records of correspondence received and responded to. Should have good verbal and written communication skills. Must have intermediate level proficiency in verbal and written skills; technical/mechanical aptitude, and organizational skills.