Help Desk Analyst

About the Help Desk Analyst Role at GSK Solutions Inc.

As a Help Desk Analyst, you will be crucial in providing Tier I and II support for a broad spectrum of enterprise and agency IT service offerings. Your role involves efficiently resolving incoming support tickets through various channels and escalating issues when necessary. You are expected to adhere strictly to Service Level Commitments, OIT, and agency policies, ensuring seamless operations and customer satisfaction.

During service outages, both emergency and planned, you will follow documented processes and procedures, providing timely status updates to users. It's essential to link all related tickets to a parent ticket in the management system and communicate situational data effectively to peers and partners according to established policies.

Key Responsibilities

• Provide Tier I and II technical support for diverse IT service offerings.
• Resolve login, user profile, connectivity, and software issues efficiently.
• Perform prescribed troubleshooting processes to identify and isolate root causes of technical problems.
• Effectively document issues and the steps taken to resolve incidents for future reference.
• Provide excellent customer service through oral or typed communication, giving ticket status updates upon request.
• Answer myColorado policy and procedure questions for end-users.
• Respond to accessibility accommodation requests promptly, escalating to the Technology Accessibility Program (TAP) team when required.

Decision-Making and Problem Solving

You will regularly make decisions related to troubleshooting, such as determining potential root causes, identifying involved application components, and testing these components to isolate issues. This may involve updating software, changing settings, or escalating novel issues to leadership. A positive demeanor is crucial, even when facing high workloads or challenging decisions.

Typical challenges include users unable to log into the myColorado app, requiring you to determine business impact and severity. You'll be the initial point of contact, often receiving complaints. Maintaining a positive attitude and assuring users of timely resolution is key to this role.

Ticketing System Management

• Ensure all chats and calls are accurately recorded, classified, and assigned appropriate priority, urgency, and resources.
• Serve as the primary customer single point of contact.
• Monitor ticket statuses and provide updates to your supervisor if Service Level Agreements are at risk.

Daily decisions involve working with myColorado App users to identify root causes, educate, resolve, or escalate tickets as needed, collaborating with the leadership team for unresolved issues. A key challenge is ensuring detailed logging for all interactions within tickets and internal notes to facilitate timely communications, escalations, and research.

Organizational Commitment

• Actively participate in team meetings, work sessions, and organizational improvement activities.
• Share information and ideas constructively, fostering a culture of teamwork.
• Engage in continuous learning by reading technical literature, attending seminars, and participating in educational events to stay current with new technologies.
• Share newly acquired knowledge with team members to enhance collective expertise.

Decisions related to this duty involve identifying relevant information from meetings and training to share with the team. Challenges might include de-escalating frustrated customers who have outdated profile information, requiring strong customer service and empathy skills.

Key skills/competency

• Tier I Support
• Tier II Support
• Troubleshooting
• Ticketing Systems
• Customer Service
• Incident Management
• Problem Resolution
• Technical Support
• User Assistance
• Communication Skills