Help Desk Analyst

Job Description

As a Help Desk Analyst, you will provide Tier I and II support for a wide range of enterprise and agency IT service offerings. This role involves effectively and efficiently resolving incoming support tickets through preferred channels, and escalating issues when necessary. You will be expected to abide by Service Level Commitments and OIT and agency policies, and use documented processes and procedures to assist during service outages, both emergency and planned. Providing outage status updates when prompted by users and ensuring all related tickets are appended to the parent ticket in the management system are also key responsibilities. Effective communication of situational data to peers and partners as defined by OIT and agency policy is crucial.

You will utilize strong customer service skills, including oral or typed communication, to provide ticket status information to end users upon request by querying the ticket management system. Written communication is essential for documenting issues and steps taken to resolve incidents. Sharing information and ideas, communicating constructively, and contributing to a culture of teamwork are highly valued. A significant part of the role involves answering customer questions related to myColorado policy and procedures and responding to accessibility accommodation requests in a timely manner, escalating to the Technology Accessibility Program (TAP) team when needed.

Examples of Regular, Ongoing Decisions

You will perform prescribed processes to troubleshoot and resolve login, user profile, connectivity, or software issues. This includes determining potential root causes, identifying involved application components, and testing these components to isolate the issue. Decisions on resolution steps may include updating or reinstalling software, changing settings, updating profiles, or escalating novel issues to team leadership. Maintaining a friendly atmosphere, even under pressure, is expected.

Examples of Typical Issues or Challenges

A common challenge is a user unable to log into the myColorado app, which could stem from an incorrect username or password needing a reset. You will determine the business impact and overall severity of tickets, effectively documenting the details. Challenges also include interacting with upset customers. As the first point of contact and the “face” of myColorado, you will often receive complaints. Maintaining a positive attitude and working with end users to assure them of timely issue resolution is paramount.

Ticketing System Duty Description

You will ensure all chats and calls are correctly recorded, classified, and assigned the appropriate priority, urgency, and resources. Serving as the initial single point of contact for the customer, you will monitor ticket status and provide updates to your supervisor when Service Level Agreements are not met.

Examples of Regular, Ongoing Decisions (Ticketing System)

You will work with myColorado app users to identify the root cause of issues, determine involved app components, and educate, resolve, or escalate user tickets as needed. This includes working with the leadership team to escalate user tickets after troubleshooting steps are exhausted.

Examples of Typical Problems or Challenges (Ticketing System)

A challenge within the ticketing system involves ensuring Service Desk Specialists log comprehensive details for each call or chat within tickets and internal notes. This ensures users receive timely communications with resolutions and supports effective escalation and research when required.

Organizational Commitment Duty Description

You are expected to participate in team meetings, work sessions, and organizational improvement activities. This includes sharing information and ideas, communicating constructively about issues, and helping to build a teamwork culture. Staying abreast of new technologies by reading technical books or articles, attending classes, seminars, and forums, and participating in educational events is encouraged, with the expectation to share new information with other team members.

Examples of Regular, Ongoing Decisions (Organizational Commitment)

You will work as a team player to identify valuable information from meetings, training, and other sources to share with the team during regular staff meetings.

Examples of Typical Issues or Challenges (Organizational Commitment)

During a chat with a frustrated customer reporting login problems, the user may not realize the root cause is outdated user profile information. Customer service skills are employed to de-escalate and empathize while obtaining new information to provision to the user account, assisting with login.

Other Duties as Assigned

You will take on additional duties as they arise to fulfill the OIT mission and goals.

Key skills/competency

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