Core HDA

Short Description: Help Desk Analyst (HDA) - 2 to 3 years field experience. 2 year associates degree or equivalent technical study. Complete Description: The Help Desk Analyst performs the skills listed below. • Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone. • Investigates and resolves computer software and hardware problems of users.

• Answers questions, applying knowledge of computer software, hardware, systems, and procedures. • Talks with technical and non-technical co-workers to research problem and find solution. • Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions. • Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution • Follow quality standards, and displays strong customer service skills.

• Able to work in a team environment. • Complete assigned tasks. • Excellent communication skills; both written and spoken. • Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory • Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers. • Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.

Required Skills: • Experience with call tracking and ticketing software • Attentive to details and ability to be resourceful (using supplied documentation) • Ability to support users with limited knowledge of computers, software, hardware and systems • Excellent communication skills and telephone manner. • Excellent organizational skills • Incident Management experience – Managing incidents including business expectations and communication • Basic User & Security Group Active Directory administration • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013 • Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation) • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service • 2+ years previous IT Service Desk and/or Call Centre experience required.

Skill Required / Desired Amount of Experience Previous IT Service Desk and/or Call Centre experience required Required 2 Years Experience with call tracking and ticketing software Required 2 Years Attentive to details and ability to be resourceful (using supplied documentation) Required 2 Years Ability to support users with limited knowledge of computers, software, hardware and systems Required 2 Years Excellent communication skills and telephone manner.

Required 2 Years Excellent organizational skills Required 2 Years Incident Management experience – Managing incidents including business expectations and communication Required 2 Years Basic User & Security Group Active Directory administration Required 2 Years Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013 Required 2 Years Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation) Required 2 Years You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Required 2 Years.