Job Classification: Help Desk Analyst 3 HDA3
Interview Process: 1st Round Phone Interview with a second round on-site interview. Local Candidates preferred
Will Close to Submissions on: 4/13/17 at 11:00 am
Submission Instruction:
The Manager has requested that all submissions include a write up from the candidate.
Please include the 2 questions listed and the candidate’s answer at the top of the resume. These examples do not need to be real examples but should be taken as role play type of questions. Submissions without this information will not be considered.
1. Example email response to a customer inquiry
2. Example of a status report that they have submitted to a supervisor in the past
Role:
This position will be providing Ohio Business Gateway support to users in a customer-centric manner. The specialist is responsible for providing solution-specific technical assistance and support related to the Ohio Business Gateway. More specifically, this specialist will respond to inquiries, facilitate/escalate assistance, monitor production processes, isolate problems, and interact with a larger team.
Job Description:
-Provide first- and second-contact solution-specific technical assistance and support for incoming queries related to the Ohio Business Gateway
-Monitors and reacts to changes in recurring production processes
-Follow and track-to-closure individual queries from users of the Ohio Business Gateway
-Escalate recurring issues
-Identify patterns of inconsistent or inefficient user experience;
-Create, or participate in the creation of knowledge articles;
-Ensure appropriate documentation, recording, and closure of any incidents;
-Guide users of the Ohio Business Gateway through problem solving processes;
-Update necessary data and produce appropriate activity reports.
Interview:
During the interview process with the DAS staff, the resource consultant must demonstrate competence/experience in their specific area(s) of project assignment. The resource’s experience must also be documented for review and verification. Offered resources not showing technical or functional competence/experience will be sufficient reason to reject the Offeror’s proposal. It is the responsibility of the Offeror to pre-screen their candidates to ensure compliance.
-Strong communication/ leadership skills.
-Strong influence, collaboration and negotiation experience.
-Ability to collaborate with supporting resources across business and/or functional lines.
-Have the ability to work independently and as part of a team, the ability to manage time and resources to meet assigned deadlines.
-Have excellent organizational skills, proven analytical, planning, problem solving, and decision-making skills.
-Must be knowledgeable in the English language/speak clearly and understandably using the English language.
Need Mandatory Requirements/Time:
At a minimum, any candidate for this position must be able to demonstrate 5 Plus Years in the following areas:
-Proven working experience in providing Help Desk support
-Customer-first orientation
-Working knowledge of Help Desk tracking software and standard office-suite tools
-Ability to manage time effectively
Desired Requirements/Time:
-Experience with ServiceNow
-Experience with ITIL
-Help Desk experience with a Financial or Tax Services organization
-Experience with a governmental organization
