Job Seekers, Please send resumes to resumes@hireitpeople.com Short Description:  The  Call Center Analyst  analyzes  and  troubleshoots  business application  support  problems  and  applies  his  or  her understanding of computer software and hardware products and application services to resolve user problems.
Complete Description:  The  Call Center Analyst  analyzes  and  troubleshoots  business application  support  problems  and  applies  his  or  her understanding of computer software and hardware products and application services to resolve user problems.
Role Description:• Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.• Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.• Escalates issues in accordance with defined procedures.• Assists users through problem solving steps• Uses technical databases to research problems, and talks with co-workers to research problem and find solution.• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.• Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.• Provides accurate and complete answers to general use and administrative environment questions in a timely manner.• Communicates accurate and useful status updates.• Manages and reports time spent on all work activities.• Follows quality standards.• Able to work in a team environment• Completes assigned tasks.• Strong communication skills; both written and spoken.

SkillRequired / DesiredAmountof ExperienceTier 1 Helpdesk ExperienceRequired3YearsPromptly answer help desk phone.Required3YearsPromptly respond to help desk emails.Required3YearsCreate ServiceNow incidents for all phone and email requests.Required1YearsEscalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource.Required3YearsRun daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery.Required1YearsPerform agency computer repairs, as needed.Required3YearsInstall software/updates on agency computers, as needed.Required3YearsAssist senior technical staff as requested with lower level job tasks such as acquiring data and running reports.Required3YearsProvide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment.Required1Years