Vacancy caducado!
- Performs a variety of basic user-problem analyses for the help desk; assists with monitoring the network management systems and ensures a prompt and appropriate response to customer requests and issues. Collects screenshots and other data for use in troubleshooting, then acts as a liaison between the client and program developers. Performs initial problem analysis and triages problem to technical staff when appropriate. Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance related to the application as a primary user contact. Responsible for knowing when to escalate an incident, resolves basic questions to problems associated with account administration, system navigation/functionality, access and FAQs. Assists with compiling and regularly maintaining a log of Frequently Asked Questions (FAQ) originating with all categories of users. Assists with providing and managing official answers to all FAQs and distributing same to all interested stakeholders. Contributes to the preparation of procedure manuals and documentation for help desk use. Makes recommendations for improvements to help desk and assists with creating reports based on information provided from user surveys and trend analyses. Minimum Qualifications