19 days old
2017-11-012017-11-29

Application Help Desk Analyst

Washington, DC 20433
  • Job Code
    585350

Position Overview:


Looking for a person who provides both educational and technical support for business users. Applications may include commercial off-the-shelve or custom applications. Windows Desktop experience would be a plus. The Analyst understands the relevant 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 help desk supporting WBDocs, check Remedy tickets, document incident report.


- Update Remedy ticket, follow with technical team, inform and verify with clients.


- Manage internal client communication channels (help desk site, email, phone, chat etc)


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


- Track requests and tasks from initiation until closing.


- Maintain records of clients, FAQs, issues, and all other types of requests using Remedy System.


- 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.


Educational Qualifications and Experience:


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


- Role Specific Experience: 2+ years of experience in training and coaching support to application development.


Certification Requirements: None specified


Required Skills/Abilities:


- Some desktop trouble knowledge, familiarity with MS-Office applications


- Knowledge and experience in the development of application architecture principles, standards, and requirements


- Excellent follow-up and customer service skills


- Demonstrated ability to learn new technologies


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


- Excellent verbal and written communication skills


- Strong administrative skills: organized, efficient, and versatile


- Strong customer service approach to dealing with people at all levels internal and external


- 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


Desired Skills/Abilities (not required but a plus):


- Proficiency in MS Excel


- Client support and some knowledge of troubleshooting relevant application issues Enterprise Content System, i.e Documentum, OpenText or Alfresco.

Categories

  • Information Technology

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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
US

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