Franklin County Data Center
Open Contractor Assignment
Title: Service Desk Analyst
Estimated Length of Assignment: 12/31/18 – with possible extensions *Assignment may end at anytime
NFP Rate: $25.69 ( Level 1)
SUMMARY:
The Service Desk Analyst provides support for basic incident resolution and requests reported to the Franklin County Data Center’s (FCDC’s) service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. This assignment is an onsite 40- hour/week with a set schedule (likely M-F 8a-5p)
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Follows the appropriate FCDC procedures for logging incidents and requests. Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
Grows general knowledge of all products and services offered to our customers, increasing ability to resolve requests on first contact.
Adheres to and supports FCDC’s standards, policies, and procedures.
Shares knowledge with peers.
Adheres to service level performance objectives for all agencies.
Maintains knowledge of new and changing technology.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and Service Desk Analyst ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
Associate's degree or equivalent from two-year college or technical school.
Must possess three years of related experience and/or training; or equivalent combination of education and experience.
SCREENING PROCESS:
At least one onsite technical screening with FCDC IT Service Manager and Sr. Desktop Specialist.
