General Function: Provide 1st level phone support for a Corporate Help Desk. Analysts will function as the primary contact for all systems and technology issues throughout the Corporation. The Analyst will provide problem triage, first call resolution and ticket tracking of each incident within the ticket management tool. Essential Duties & Responsibilities: The duties listed below are intended only as illustrations of the various types of work that may be performed.

The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position. • Answering support queries via telephone and email • Excellent customer service and adhere to service management principle • Take ownership of user problems and proactively provide resolution • Log calls using the call tracking system • Respond and resolve user Tier 1 hardware\software inquires • Maintain a log of technology inquiries • Provide technical guidance and assistance to end-users • Route complex calls to Subject Matter Experts (SME) • Support and enhance IT processes Supervisory Responsibilities: • None Minimum Knowledge, Skills and Abilities required: • Excellent customer service skills. • Strong verbal and written communication skills. • Superior interpersonal skills and telephone etiquette.

• Good analytical and problem-solving skills. • Ability to deal with stress associated with fast-paced work environment. • Ability to make judgment decisions and adapt to changing work situations. • Ability to handle 50+ calls per day with calls being different in level of complexity • Ability to work independently, as part of a team, with customers, peers and management • Proficient in Windows 2000 and Window XP.
• Lotus Notes, Mainframe application exposure and previous Help Desk experience, a plus • Willingness to work flexible hours / occasional weekend hours. • Associate Degree in Information Technology or equivalent work experience in related computer field. • Pre-Employment Screening - Drug and Background Testing Required. Education Requirements • Associate Degree in Information Technology or equivalent work experience in related computer field.

OR Currently attending technical school to obtain Associates Degree. Physical and Mental Demands The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. General office environment Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time.

Work is generally performed within an office environment, with standard office equipment available.


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