Mindlance
The Solution Desk Analysts’ key responsibilities include responding to and resolving user inquiries in a timely manner, maintaining a strong knowledge base of systems and protocols, and providing clear guidance and support to users throughout all interactions. The Solution Desk Analysts will receive comprehensive training from experienced colleagues and are expected to develop a thorough understanding of various functions, policies, procedures, and applications used by the department. This position requires the ability to efficiently process tickets while delivering excellent customer service.
Tiered Support
Tier One support for agency end users via call-in and email center to address questions on: Login and access management Password resets User security and access to data How to find job aids Guidance on specific questions covered by job aids High-level navigation of the applications and crosswalking from the legacy applications Tier Two support by business and technical subject-matter-experts for more in-depth end user questions on: Specific functionality that may not be covered by job aids Technical issues impacting the user’s access to the system System issues affecting a number of user Specific Duties:
Under the guidance of the Solution Desk Manager, review current user support and help desk functions for the legacy financials system including Solution Desk protocols, organizational structures, staffing, and service level agreements as to response times. Under the guidance of the Project Management Office, acquire an understanding of the new Mosaic, vendor self-service, and payroll applications Receive customer inquiries via ServiceNow ticketing system, live call, voicemail, and email Process tickets in accordance with Customer Service guidelines Manage tickets through the ServiceNow CSM application Evaluate the type, complexity, and magnitude of inquiry and resolve or escalate as appropriate. Coordinate and communicate, internally and externally, with partner agencies and agency clients in a courteous and respectful manner Document each inquiry through its lifecycle and accurately record all communication in tracking software Gather feedback from requestors to enhance operations Ideate solutions to structural and/or recurring issues coming into the Solution Desk Maintain awareness of, and compliance with operating policies and procedures Participate in training sessions for the new applications, and learn them in accordance with mandated trainings Remain current with policies and procedures, read memos and updates Immediately raise questionable actions, requests, or potential errors or issues to the attention of your supervisor, manager, or director Required Skills
At least 3 years working in an IT service and support function in an environment similar in size and complexity to our organization. Knowledge of IT and business service desk tools and best practices. Good business acumen and understanding of organizational issues and challenges. Well-developed communication skills (both oral and written). Ability to focus on customer satisfaction, with strong interpersonal skills and responsiveness. Active listener with the ability to influence others toward a common vision or goal. Strong team player and skilled collaborator capable of working effectively with and through others. Demonstrated experience in using computer-based tools including Word, Excel, Power Point, Visio and Outlook. Preferred Skills
Help desk experience supporting external clients/users with a wide range of business and technical abilities Experience making or returning support service phone calls Experience using ServiceNow or other ticket tracking software Experience with support of a launch of a new application Ability to analyze data to draw conclusions, troubleshoot scenarios, and make appropriate recommendations Ability to work in a team setting and communicate effectively and professionally with both internal and external customers at all levels Excellent written and verbal communication skills, particularly the ability to articulate issues and risks in non[1]technical terms Interest in, and ability to, understand new systems quickly Ability to work independently and in a team setting
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Tier One support for agency end users via call-in and email center to address questions on: Login and access management Password resets User security and access to data How to find job aids Guidance on specific questions covered by job aids High-level navigation of the applications and crosswalking from the legacy applications Tier Two support by business and technical subject-matter-experts for more in-depth end user questions on: Specific functionality that may not be covered by job aids Technical issues impacting the user’s access to the system System issues affecting a number of user Specific Duties:
Under the guidance of the Solution Desk Manager, review current user support and help desk functions for the legacy financials system including Solution Desk protocols, organizational structures, staffing, and service level agreements as to response times. Under the guidance of the Project Management Office, acquire an understanding of the new Mosaic, vendor self-service, and payroll applications Receive customer inquiries via ServiceNow ticketing system, live call, voicemail, and email Process tickets in accordance with Customer Service guidelines Manage tickets through the ServiceNow CSM application Evaluate the type, complexity, and magnitude of inquiry and resolve or escalate as appropriate. Coordinate and communicate, internally and externally, with partner agencies and agency clients in a courteous and respectful manner Document each inquiry through its lifecycle and accurately record all communication in tracking software Gather feedback from requestors to enhance operations Ideate solutions to structural and/or recurring issues coming into the Solution Desk Maintain awareness of, and compliance with operating policies and procedures Participate in training sessions for the new applications, and learn them in accordance with mandated trainings Remain current with policies and procedures, read memos and updates Immediately raise questionable actions, requests, or potential errors or issues to the attention of your supervisor, manager, or director Required Skills
At least 3 years working in an IT service and support function in an environment similar in size and complexity to our organization. Knowledge of IT and business service desk tools and best practices. Good business acumen and understanding of organizational issues and challenges. Well-developed communication skills (both oral and written). Ability to focus on customer satisfaction, with strong interpersonal skills and responsiveness. Active listener with the ability to influence others toward a common vision or goal. Strong team player and skilled collaborator capable of working effectively with and through others. Demonstrated experience in using computer-based tools including Word, Excel, Power Point, Visio and Outlook. Preferred Skills
Help desk experience supporting external clients/users with a wide range of business and technical abilities Experience making or returning support service phone calls Experience using ServiceNow or other ticket tracking software Experience with support of a launch of a new application Ability to analyze data to draw conclusions, troubleshoot scenarios, and make appropriate recommendations Ability to work in a team setting and communicate effectively and professionally with both internal and external customers at all levels Excellent written and verbal communication skills, particularly the ability to articulate issues and risks in non[1]technical terms Interest in, and ability to, understand new systems quickly Ability to work independently and in a team setting
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