Job Description
• 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 issue.
• Excellent communication and interpersonal skills, build rapport and elicit problem details from help desk customers.
• Multi-tasking – Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• 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.
• Test fixes to ensure problem has been adequately resolved, perform post-resolution follow-ups to help requests.
• Ability to absorb and retain information quickly, proven analytical and problem-solving abilities.
Minimum Qualifications
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Bachelor’s Degree in Economics
5 Years of relevant experience
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Master’s in Finance
3 Years of relevant experience
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Master’s in Economics
3 Years of relevant experience
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Bachelor’s Degree in Accounting
5 Years of relevant experience
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Master’s Degree in Accounting
3 Years of relevant experience
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Bachelor’s Degree in Finance
5 Years of relevant experience
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Bachelor’s Degree in Information Management Sciences
5 Years of relevant experience
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Master’s Degree in Information Management Sciences
3 Years of relevant experience
Competency and Key Technical Skills
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Integrity
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Strong critical thinking skills and excellent problem solving skills.
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Inclusiveness
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Accountability
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Communication
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Teamwork
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Client/citizen focus
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Professionalism
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Commitment to continuous learning
