Job Description
Responsibilities
Other duties may be assigned
Develop web and console applications per documented specifications
Develop embedded customizations, queries, and reports in business system per user specifications
Document application code
Debug applications
Field incoming help requests from end users via both telephone and e-mail in a courteous manner
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or request
Build rapport and elicit problem details from help desk customers
Prioritize and schedule problems
Escalate problems (when required) to the appropriate resource / supervisor
Record, track, and document the help desk request
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform post-resolution follow-ups to help requests
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Develop help sheets and frequently asked questions lists for end users
Perform end user training in areas such as Operating System functionality, application specific products such as Office suite, e-mail, voice-mail, network access, etc
Job description
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
• Develop web and console applications per documented specifications.
• Develop embedded customizations, queries, and reports in business system per user specifications.
• Document application code.
• Debug applications.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or request.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriate resource / supervisor.
• Record, track, and document the help desk request.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform post-resolution follow-ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop help sheets and frequently asked questions lists for end users.
• Perform end user training in areas such as Operating System functionality, application specific products such as Office suite, e-mail, voice-mail, network access, etc.
