Job Description :
The NC Department of Health and Human Services is seeking a Lead Services Support Analyst to provide guidance and oversight for the NC FAST Help Desk operation.
The NC Dept. of Health and Human Services is seeking a Lead Services Support Analyst to provide guidance and oversight of the NC FAST Help Desk operation. This position will provide resource oversight and serve as a technical expert to all levels of staff for the Help Desk. Activities include:
-Scheduling and maintaining adequate coverage for the Help Desk
-Monitoring key Help Desk metrics in accordance with NC FAST Service Level Agreements (SLAs)
-Developing and maintaining all logistical facets of the Help Desk operation to ensure that calls are triaged, sorted, researched, and escalated as necessary to reach a resolution in a timely manner
-Developing and/or revising current processes and procedures that will increase productivity
-Providing routine analysis of metrics for all Help Desk levels
-The evaluation and management of staffing resources assigned to each Help Desk level
-Coordinating and tracking Help Desk issues escalated to the development team for additional analysis and resolution
Solid knowledge and experience with browser based applications. - Required - 7 Years
Experience researching, analyzing and interpreting automated system problems. - Required 7 Years
Very good oral and written communication skills to effectively deal with all levels of the organization. - Required - 7 Years
Solid experience leading a team - Required - 7 Years
Experience analyzing and projecting the needs of a team to ensure success. -Required - 7 Years
Experience implementing and managing a help desk operation. Required - 7 Years