Technical Help Desk Analyst (Child support, Family Court Operations) - Immediate Placement

Technical Help Desk Analyst (Child support, Family Court Operations) - Immediate Placement

This is a very urgent requirement with immediate placement, please apply for immediate consideration. No Corp to Corp candidates - only W2 or 1099 candidates.

Job Title:: Technical Analyst (Child Support, Family Court Operations)

Location:: Columbia, South Carolina

Interview:: Virtual Interviews

Duration:: Long Term

Required Skills::

Ability to identify, interpret and translate business process training for appropriate audiences.

Strong ability to communicate (orally and written) with project staff, stakeholders, and executives.

Ability to analyse and identify trends in issue reporting.

Must be able to multi-task and meet deadlines in a fast-paced environment.

Job Description::

Supervise the Help Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.

Training and mentoring the staff on operational procedures and troubleshooting techniques; and assisting the staff in the completion of work and associated activities as needed.

Evaluate documented resolutions to create Knowledge Base articles, help sheets, Job-Aids, self service documentation, and frequently asked questions lists for end users.

Administer the Help Desk system by managing user accounts, categories, automation rules, and reports. Use the ticketing system to gather and analyse metrics to benchmark the Help Desk workload/performance and identify trends in issues.

Identify, track and analyse trends in issue reporting and alert relevant personnel. Research, evaluate and implement help desk improvements and modifications. Prepare various reports on operations and activities for management. Consults with management regarding systems and service delivery needs.

Performs other duties as required.

Thanks.