Summary

The Service Desk Analyst I is responsible for receiving requests for support or advice from users and other staff members via phone and email; taking ownership of and responsibility for the requests and prioritizing them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation. This position must maintain knowledge and technical proficiency to maintain a 60% first call resolution rate.

Essential Duties

Essential Duties, Tasks and Accountabilities:

• Troubleshoots the end user's issue and resolve upon first contact, when possible.
• Accurately record and document all details of the issue or service request, including categorization and priority into the service desk tool.
• Monitors the progress of requests for support and ensures that users and other interested parties are kept informed.
• Performs application and network administrative tasks as needed to support end user requests
• Provides "how to" assistance on all internally supported devices, applications and systems.
• Escalates issues to appropriate second- and third-level subject-matter experts in accordance with current procedures and or Service Level Agreements and follow up on incidents when appropriate.
• Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, etc.) to answer questions and resolve issues.
• Contributes to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
• Build and maintain relationships with the Tier 2 and 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
• Perform basic network administration tasks.
• Assist in developing procedures, as required.
• Perform other duties, task and special projects, as required

Qualifications/Preferred Skills, Knowledge & Experience

Qualifications / Requirements:

• Prior experience working with a Help Desk application including system administrative requirements.
• Skills testing will be required for this position.
• Strong verbal and written communication skills.
• Intermediate to advanced skill to use a personal computer and various software packages.
• Strong customer service experience.
• Ability to work independently and proceed with objectives.
• Ability to work as part of a team.
• Ability to identify problems and forward to correct person.

• Associate's degree in Computer Science or related field.
• Hardware troubleshooting experience.
• Strong professional ethics.
• Ability to follow office protocols.
• Ability to handle and resolve recurring problems.
• Strong time management skills.
• Ability to remain focused on daily operations.
• Accurate and detail oriented.
• Able to carry tasks to completion.
• Exhibits a willingness to learn new tasks.
• Flexibility.
• Ability to multi-task.
• General knowledge and understanding of County of Chester policies and procedures

Additional Information

Computer Skills:
To perform this job successfully, an individual should have:

• Advanced Word skills
• Advanced Excel skills
• Advanced PowerPoint skills
• Intermediate Access skills
• Intermediate Crystal Reports skills
• Basic Internet skills
• Basic OutLook skills (Email and Calendar)
• MS Project skills
• PeopleSoft Financial and HR skills or the ability to learn PeopleSoft
• MS Publisher skills