Job Description :
Description:
Under general supervision, leads the daily operations and activities of the IS Help Desk. Provides service improvements to the OCTA through workflow analysis, trouble call trending, and the identification of service opportunities
Assists users in troubleshooting by identifying the nature and severity of their problem, attempting to resolve problems over the phone; responds to user questions and problems about agency standard hardware, software, IS procedures, system status, and downtime.
Conducts follow-up sessions with users, assisting in the timely resolution of problems reported to the Help Desk. Acts as intermediary between the user and IS technical staff to close open items and to ensure user satisfaction.
Analyses the needs of management and staff from the call tracking system, Designs reports, both electronic and printed, to fulfil the needs of management and other users of the call tracking system, Develops the daily/weekly/monthly process for delivering these reports.
Provides recommendations for process and procedure development and improvements
Reviews procedures on a predetermined cycle to ensure correctness and to analyse them for continuous process improvements
Ensures daily process control of the IS Help Desk while identifying and implementing continuous improvement opportunities.
Provides trend analysis and root cause analysis with the use of Help Desk tools and input by IS staff. Conducts root cause meetings as necessary to provide corrective/preventative action to problems encountered by the IS Help Desk or IS staff.
Organizes and publishes knowledge in the OCTA knowledge base
Skills:
Database Concepts used with the Current Call Tracking System, Knowledge Base System, and Inventory System
Technical Computer Terminology
PC Computer Hardware and Software to include, but not limited to, MS Office Suite, MS Project, MS Visio, and Adobe Acrobat
Advanced Crystal Report Writer
Knowledge Bases
Education and Experience:
Any combination of Education or Experience equivalent to a High School Diploma with Technical Coursework as well as a Minimum of Approximately Five Years Increasingly Responsible Help Desk experience in a large Networked Environment
Experience with Networked PCs and Printers, Troubleshooting, Providing In-Depth Support for Microsoft Office Suite, Trend Analysis, and Knowledge Bases
Prior Experience in a Senior or Lead Position is desirable