The Help Desk Analyst provides support for incident resolution and requests for the CFS Help Desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests. The Help Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and engaging with additional support staff. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner with staff from the PACSS and FCCMS project teams.
The Help Desk Analyst also supports the Employment Service Unit (ESU) by analyzing and updating employer data in PACSS. This will require coordinating with the ESU team, project team and employers regarding system functionality and necessary measures for maintaining quality employer data.
DAILY DUTIES / RESPONSIBILITIES:
Primary Responsibilities
Reviews employer data reports provided by business analysts, ESU team and updates the data to meet project goals.
May need to contact employers to confirm various employer data elements.
Monitor employer data regularly and advise project business analysts and ESU team of the updates needed to maintain clean employer database.
Secondary Responsibilities
Addresses and resolves incidents and requests; logs and/or updates all incidents and requests; engages other service desk resources, job aids, newsletter articles or appropriate PACSS or FCCMS Project Team resources to resolve incidents that are beyond the scope of their ability or responsibility.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Documents resolutions and updates self-help and staff knowledge bases.
Evaluates documented resolutions to create Knowledge Base articles, help sheets, Job-Aids, self -service documentation, and frequently asked questions lists for end users.
Ensures that personal identifying information (PII) is properly used, accessed, gathered, shared and disposed. Protect the agency networks and applications by safeguarding systems, equipment and data.
Performs Other Duties As Required.
REQUIRED SKILLS (RANK IN ORDER OF IMPORTANCE):
- Excellent problem-solving, communication and interpersonal skills, along with patience, and a customer-friendly attitude.
- Ability to identify, interpret and translate business process training for appropriate audiences
- Extensive experience MS Office and SharePoint
- Strong analytical skills
- Strong ability to communicate (orally and written) with customers, project staff and stakeholders
- Experience working in a team-oriented, collaborative environment
- Must be able to multi-task and meet deadlines in a fast-paced environment
PREFERRED SKILLS (RANK IN ORDER OF IMPORTANCE):
- 3+ years of experience working on child support related system project(s)
- Attention to detail and strong problem-solving skills
- Demonstrate strong ability to take initiative and ability to work with minimal to no guidance
REQUIRED EDUCATION: A bachelor's degree or 4 years family court and child support experience may be substituted for the bachelor's degree
