24 days old

Application Help Desk Analyst

Washington, DC 20433
  • Job Code

Randstad Technologies is looking for a Desktop Analyst (Content) to work for a large International Agency in Washington DC.

The Intranet Help Desk Analyst provides educational, editorial and authoring support for business users. In addition to high level technical support. Intranet applications include commercial off-the-shelve or custom applications (e.g. SharePoint Custom Sites, Microsoft Groups, Yammer,...). This includes interacting and consulting with users to manage user satisfaction; troubleshooting with the clients; and escalating to Tier 3 as needed. Through on-the-fly training and problem resolution, the Help Desk Analyst empowers users to take a more self-service approach to Intranet related issues in the workplace and ensures business process and quality standards are maintained. The Analyst understands the application features and functions, and has technical understanding of the different systems integrated into the application. This role also helps improve the application usability as well as overall processes and guidelines, which tie into program management.

Essential Job Functions:

- Manage day-to-day operation of Intranet applications and provide high level support in the to the users.

- Manage internal client communication channels (Intranet Support site, email, phone, chat etc)

- Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships

- Choose appropriate technology and other resources to maximize help desk effectiveness

- Assist Internal clients with issues related to the use of the relevant application and provide resolutions.

- Track and manage issues/bugs reported by Transition Editors or internal users during the development of new Intranet properties

- Assist internal clients with questions and issues related to the use of the new CMS in a professional and courteous manner

- Collect, compile and analyze data, and prepare reports on an ongoing basis.

- Coordinate with development and QA teams to ensure reported issues are fixed and communicated in a timely manner.

- Work with clients, information architects, project managers and designers to identify application and program management process improvements and pain points.

- Participate in User Acceptance Testing.

- Track and manage issues/bugs reported by users or internal clients during User Acceptance Testing.

- Evaluate, classify and prioritize enhancement requests.

- Handle communications and manage expectations around essential CMS information, guidelines and processes

- Facilitate communications among ITS teams.

- Conduct surveys to improve the quality of service for help desk.

- Manage change management communication channels.

Educational Qualifications and Experience:

- Education: Bachelor's degree, preferably in the relevant area of practice

- Role Specific Experience: 5+ years of experience in training and coaching support to application development.

Required Skills/Abilities:

- Knowledge of troubleshooting relevant application issues

- Familiarity with Web tools and technology (e.g., HTML, SharePoint, CSS, JavaScript, XML and Search Queries)

- Knowledge and experience in development of training materials

- Excellent verbal and written communication skills

- Excellent follow-up and customer service skills

- Demonstrated ability to learn new technologies

- Ability and willingness to exhibit pleasant, professional, and courteous workplace etiquette

- Strong administrative skills: organized, efficient, and versatile

- Ability to explain IT concepts to non-IT staff

- Act as a team player with ability to work and communicate effectively with cross-functional teams and a variety of roles


  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Application Help Desk Analyst

Randstad Technologies
Washington, DC 20433

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Application Help Desk Analyst

Randstad Technologies
Washington, DC

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