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Help Desk Analyst

Company: Ace Info Solutions
Location: College Park
Posted on: September 16, 2020

Job Description:

AceInfo is seeking to hire a Help Desk Analyst to support our federal project in College Park, MD to work with several project managers to manage the ticket queue, report on status and metrics, and escalate items as needed. Must be extremely detail-oriented. Customer-focused and have strong oral communications skills to provide status of the ticket queue in a dynamic mission driven operations environment. Duties Responsibilities Job Duties include (but are not limited to) Work with applicable Project Manager to address tickets that have the potential to negativity impact an SLA. Actively monitor helpdesk for un-assigned tickets Process requests for ticket transfer, escalation, or re-assignment Monitor helpdesk for ticket compliance to SLA Monitor resource availability and workload balance Compile weekly and ad-hoc metrics and reporting Requirements Required Qualifications BSBA degree (or equivalent) plus 2-4 Years of Help Desk expereince. Required Skills (include but not limited to) Excellent communication skills both written and oral Highly organized and detail-oriented Experience with spreadsheets and word processing software (such as Microsoft Word, Google Docs) Excellent Customer Service skills Experience working in a Help DeskTicket-based environment Desired Skills Specific experience managing Help Desk queues in a Ticket Management System Experience reporting on metrics Experience documenting procedures and policies Additional Requirements Organized and detail-oriented person who can manage a queue of tickets from the beginning to the end A person who can interact with people assigned tickets to get them statused Can follow a process for twice daily intake of new tickets with very few errors - it''s an export from the ticket system into a spreadsheet Can cover the phone and have an excellent phone manner Can keep the Help Desk manager informed of day''s events Can make sure they find someone to cover phones if they are away a very conscientious person Mature person who can multi-task. We are moving to Service Now in the near future, so if someone has that experience that''s a huge plus. Does not have be overly technical, but if the person has some knowledge of IT terminology, a plus. Experience with gathering statistics and reporting out a plus Help the Help Desk manager prepare for the weekly ticket briefing to the NCO leadership - they must make sure the spreadsheet info is updated, formatted properly and consistently, etc. Ace Info Solutions is an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, disability or veteran status.by Jobble

Keywords: Ace Info Solutions, Washington DC , Help Desk Analyst, Professions , College Park, DC

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