Job Description :
Job Title: Service Desk Analyst
Location: Harrisburg, PA
Duration: 1 Month
Position Type: Contract
Interview Type: In-Person

Required Skills:
Tier 1 Helpdesk Experience Required 3 Years
Promptly answer help desk phone. Required 3 Years
Promptly respond to help desk emails. Required 3 Years
Create ServiceNow incidents for all phone and email requests. Required 1 Years
Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource. Required 3 Years
Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery. Required 1 Years
Perform agency computer repairs, as needed. Required 3 Years
Install software/updates on agency computers, as needed. Required 3 Years
Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports. Required 3 Years
Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment. Required 1 Years

Job 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.

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.
             

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