Help Desk Analyst
| Company | City of Philadelphia |
|---|---|
| Location | Philadelphia, PA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- High School Diploma or equivalent education
- At least one year experience working for City of Philadelphia
- Minimum of 2 years Help Desk experience
- Excellent communication and problem-solving skills
- Ability to be patient while working with customers
- Ability to work effectively across organizational boundaries
- Knowledge and understanding of the City’s HR and Timekeeping functions at a department or central agency level
- Knowledge of MS Project, Excel, Word, PowerPoint
Responsibilities
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs and help customers use specific features of OnePhilly
- Help employees with password reset and new responsibility assignment functions
- Analyze customer situation and report defects back to OnePhilly Technical/functional teams
- Help OnePhilly Technical and Functional teams debug and test the issues reported
- Update internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Assist in training junior Help Desk Analysts
Preferred Qualifications
-
No preferred qualifications provided.