Help Desk

Job Purpose:

Keeps customers informed by answering and researching inquiries.

Duties:

* Evaluates inquiry by determining nature of issue as hardware, software, or user.

* Resolves inquiry by researching documentation; providing answers; referring to appropriate resource.

* Tracks status of inquiry resolution by checking with referred resource; facilitating resolution.

* Notifies client of resolution status by reporting progress.

* Answers production status inquiries by attending daily production scheduling meeting; monitoring production log; querying operations; relaying status to client.

* Provides information by collecting, analyzing, and summarizing inquiry and service trends.

* Updates job knowledge by participating in educational opportunities.

* Accomplishes department and organization mission by completing related results as needed.

Skills/Qualifications:

Help Desk Experience, Problem Solving, Customer Service, Phone Skills, Presenting Technical Information, Informing Others, Data Entry Skills, Organization, Documentation Skills, Reporting Skills, Network Maintenance