Service Desk Analyst - Remote - CareerBuilder-US : Job Details

Title: Service Desk Analyst - Remote

Mandatory skills:

Service desk, Service now, SNOW, JIRA, ITIL, ITSM, HEAT, SNOW, Windows 7, Windows 10, Office 2013, AD, Active Directory, CHERWELL,

eProcurement system, electronic procurement system

Technical support, Help Desk

administrative support, staff support

MS Word, Excel, PC connection

business applications, vendor documents, quality standards, customer satisfaction, goods and services

Description:

Under general supervision, this position provides help desk support to internal (to the client) and external users of the client's electronic procurement (eProcurement) system. This position provides technical assistance to users from approximately 120 client's and commissions, over 500 client cooperative members and more than 30,000 registered vendors in the client's electronic procurement system. This position is responsible or troubleshooting client and public technical user issues via telephone and e-mail, recommending solutions to technical issues, providing on-the-spot user training for vendors via telephone, remote PC connection and e-mail, documenting user issues and resolutions in a issue tracking system, and escalating issues when appropriate. It also provides administrative support to the Help Desk and back-up administrative support to the department. This position maintains knowledge of the electronic procurement system user interface, maintains basic knowledge of client procurement processes, implements standard procedures for granting access to the electronic procurement system, creates and maintains vendor support documents, and extracts data from the electronic procurement system

Skills Required

Client policies and procedures as they pertain to information technology usage client's eProcurement system, Procure client Computer applications including Word and Excel Principles and process for providing customer and personal service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction Basic knowledge of goods and services procurement Listen and understand information and ideas presented through spoken words and sentences Read and understand information and ideas presented in writing Communicate information and ideas in speaking so others will understand Tell when something is wrong or likely to go wrong; it does not involve solving the problems, only recognizing there is a problem Speak clearly so others can understand you Communicate information and ideas in writing so others will understand Apply general rues to specific problems to produce answers that make sense

Skills Preferred

Teaching others Determining causes of operating errors and deciding how to correct Written and verbal communication Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times

Experience Required

Understanding the fundamentals of eProcurement system(s). Technical support via telephone and e-mail, such as responding to user questions, diagnosing technical problems on the system side and documenting user contacts in an issue tracking system.

Experience Preferred

2 years experience in an administrative or similar staff support function.

Education Required

GED. High school diploma and or 2 years progressive experience in information technology & Technical support via telephone.

Education Preferred

2 years experience in an administrative or similar staff support function. Associate's degree from an accredited university with an emphasis on computer business applications or a related business field ,or 2 years progressive experience in information technology.

Note :

8:00 AM - 5:00 PM

Estimated Regular Hours/Week - 40.00

OT Expected - Yes

Remote