JOB STATEMENT:  Responsible for providing assistance in the continuous operation of the Census – LTSO Help Desk.  Provide Level – II support, to all customers as outlined by the client.  Attend and participate in customer, internal and team meetings. 

RESPONSIBILITIES AND DUTIES:

Objective: Answer and resolve a minimum of 65% of issues presented  

                Responsibility or Duty:

1)       Answer telephone and email request as submitted

2)       Be available and logged into the ACD system a minimum of 60% of the available timeframe outlined SOP

3)       Be a first point of escalation for Help Desk – Level I staff.

4)       Assist in troubleshooting reviewing and technique training for Help Desk – Level I staff when appropriate

5)       Escalate unresolved issues/request to the appropriate team members or escalation groups as outlined in SOP

6)       Follow current established documented  process

7)       Verbal communication to team members and management to address request as received.

Objective: Review email: personal and engagement (if applicable) email account

        Responsibility or Duty:

1)       Review and take appropriate actions of emails submitted to the Help Desk account.

2)       Resolve 75% of the items submitted to the Help Desk email account.

3)       Review personal email for lead/manager outstanding items, communications (internal or customer related)

4)       Respond to outstanding inquiries or requested items

Objective: Initiate and utilize IMS system (Remedy)

Responsibility or Duty:

1)       Review outstanding tickets for documented supported groups

a)       Validate tickets meet current established documented criteria

2)       Open Remedy tickets using current established process

a)       Phone notifications

b)       Email notifications

Objective:   Maintain and keep current, the Census – Help Desk Procedure Manual for location, content, and accuracy.

               Responsibility or Duty:

1)       Review all procedure change notices as part of initial shift activities to ensure up to date awareness of any change activities that may alter operational duties or problem management responsibilities.

2)       Ensure that all activities and responsibilities related to his or her specific duties are clearly documented and are updated/reviewed as required.

3)       Identify processes that require additional/new documentation or update/review to ensure that all procedures are well defined and accurate.

4)       Participate in the review and update of all general department wide DGDC Procedural documentation to ensure procedures  are in place and current.

5)       Create and submit articles for publication to the Knowledge base, which is used by the Help Desk team.

Objective: New Employee Training / Acclamation

                Responsibility or Duty:

1)       Participate in the training for all new staff members using current established process

2)       Ensure all new staff members understand procedural manual and office requirements

Objective:  Create new and innovative ideas to improve productivity efficiencies.

                Responsibility or Duty:

1)       Develop and implement procedures, which will increase the effectiveness of the Help Desk Team.

2)       Provide technical/operational expertise in the development, update, and implementation of new and existing operational processes and tools that are required to perform our jobs.

Objective:  Maintain a safe, clean, working environment in the all areas of operation.

                Responsibility or Duty:

1)       Ensure that all safety policies are adhered to and unsafe conditions identified and reported

2)       Enforce Housekeeping Standards.

EXPECTATIONS:

1. Provide prompt customer support by answering all incoming phone calls within established timeframes
2. Review all ad-hoc update documentation with two (2) hours of  arriving for your assigned shift, and ensure that same information is known by the entire shift team
3. Promote a positive attitude in the workplace.
4. Manage all Help Desk correspondence in a timely manner

RELATIONSHIPS:

1. Communicate with other members of Help Desk team  and various departments on a routine and professional manner.
2. Report system and personnel problems to the responsible individuals.
3. Coordinate workload with fellow Help Desk Analysts and Leads.

EQUIPMENT:

Windows based personal computers and IP Phones

OPERATING SYSTEMS:

1. MVS operational experience/exposure
2. UNIX

EDUCATIONAL REQUIREMENTS:  Two years college level education in data processing, MIS or computer science or equivalent experience.

SKILL AND ABILITY REQUIREMENTS:

1. Must be able to communicate effectively both verbally and in writing.
2. Ability to work under stress.
3. Ability to work as a team player
4. Ability to exercise excellent problem management skills
5. Must be able to work independently
6. Able to analyze difficult/complicated situations with careful attention to detail.
   1. Strong, proactive and creative problem-solving skills
   2. Able to effectively handle and manage multiple tasks within specific time frames.
   3. Able to easily and positively adjust to changing priorities and department processes.
   4. Follows oral and written instructions accurately.
   5. Effectively manages time and work flow to meet schedules.
   6. Expresses ideas and technical subject matter clearly and concisely.
   7. Good understanding of departmental policies and procedures, reporting, support processes.
   8. Typing capability of 50wpm or greater
   9. Excellent verbal communications while utilizing a telephone

KNOWLEDGE REQUIREMENTS: 

1. Experience in a multi technical level Help Desk or Support Center for greater than four (4) years.
2. Working knowledge of a Help Desk operation, which supports greater than 2000 customers.
3. Knowledge of a networked computer environment, too include appropriate peripherals.
4. Incident Management System usage within the past 6 months of employee, and a full working knowledge of the escalation and processing methods for case creation
5. Microsoft Office 2007 specifically Word 2007, Excel 2007, PowerPoint 2007, and Access 2007 (MCAS in at least Word 2007 or Excel 2007 required)
6. Must have knowledge in Word 2007 and Excel 2007 Macros
7. Lotus Notes email, or greater than 2 yrs experience in using or supporting MS-Outlook