Support Desk Analyst

SUMMARY OF RESPONSIBILITIES:
The Support Desk Analyst role will provide customer service support to end users leading to conclusion/resolution of inquiry and requests in a prompt, professional and timely manner.

DESCRIPTION OF ESSENTIAL DUTIES AND FUNCTIONS (for each duty and function listed indicate % of time to total 100%):

• Provide customer service to user(s) at manager, supplier and contract worker levels with log in procedure for Acceleration VMS application. This includes site address, Internet browser settings, password resets. Lead users to conclusion/resolution of inquiry. 70%
• Provide support to managers and suppliers utilizing Acceleration VMS application. Answer “How To” questions. Provide guidance that enables them to support their contract workers. 10%
• Provide first level of support to Client Service Administrators (CSA) and Client Service Managers (CSM) in Acceleration Vendor Management Application. Direct users in proper procedural process. Trouble shoot problems. Provide guidance and training. 5%
• Record all requests (verbal, phone, email) in Support Ticket database to ensure proper tracking. 5%
• Other duties and special projects as assigned. 5%
• Perform and maintain records of financial adjustments. 5%

SUPERVISION EXERCISED/# OF STAFF: 0

LANGUAGE/COMMUNICATION SKILLS REQUIRED (written & verbal): Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedural manuals. Ability to present information effectively and to respond to questions from groups of managers, clients, customers, and the general public.

COMPUTER/SYSTEM SKILLS REQUIREMENTS: Working knowledge of computers including Windows environments, email, and the internet. Proficiency with MS Office applications including Excel, Word, PowerPoint, Outlook, and Project. Ability to quickly learn AgileOne proprietary technology.

CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS:

• Acceleration VMS certificate preferred

MENTAL DEMANDS (list below and indicate % of time)

• • Problem solving 80%
• • Working with interruptions 50%
• • Analytical skills 60%
• • Creativity 50%
• • Organization 80%
• • Communications – written 50%
• • Communications – verbal 50%

PHYSICAL DEMANDS (list below and indicate % of time):

• Stand: 5%
• Sit: 90%
• Squat: 0%
• Walk: 5%
• Bend: 5%
• Repetitive Motion: keyboarding 90%
• Climb: 0%
• Twist: 2%
• Operate Equipment: 0%
• Air and other public transportation Business Travel: Less than 5%
• Driving: Less than 10%
• Lifting (lbs): Less than 10 lbs – less than 5% lifting
• Percentage of time Low Lifting: Less than 5%
• Percentage of time High Lifting: Less than 5%
• Carrying (lbs): Less than 10 lbs
• Percentage of time Carrying: Less than 5%
• Percentage of time Carrying: Less than 5%