NewWave HQ

Help Desk Analyst

Job ID 2018-1046

Overview

NewWave Telecom & Technologies, Inc, (NewWave) is a leading implementer of business solutions using service oriented technologies. We specialize in providing end-to-end, mission critical information technology solutions for healthcare, finance, telecoms, government agencies and private-sector clients.

 

Our team of architects, consultants and developers help companies optimize their resources and use technology to better meet their business objectives, by adding the power of J2EE technologies to their existing infrastructure investment. NewWave Technologies is drawing on best practices and leveraging expertise to build IT solutions - quickly and easily - for the on demand needs of small and medium sized organizations.

Responsibilities

The help desk analyst offers operator supported voice and email services.  Operators handle inbound calls via a hotline and/or outbound calls as directed by the client.  The help desk provides a single point of contact for the program participants and stakeholders to submit telephonic and written inquiries and request other forms of technical support.  The Help Desk Analyst maintains relationships with internal/external users and clients.  Assist with the creation and maintenance of support and functional documentation; and performs quality assurance testing during test cycles of the software.

 

  • Provide technical support to users by monitoring support tickets, answering the support line, and documenting correspondences as required.
  • Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Triage of reported inquires resulting in resolution and/or escalation to appropriate Tier 2 or Tier 3 support contacts.
  • Maintain current knowledge of relevant technologies and software as assigned.
  • Update support documentation and system design documents as required.
  • Work with Help Desk Manager to identify/implement workflows and process improvements to maximize quality, efficiency and cost effectiveness of team.
  • Work with Help Desk Manager to convert bugs and change requests reported by users into user stories.
  • Participate in the execution of day-to-day operations, which includes maintaining compliance with set Service Level Agreements (SLAs) and other key performance metrics as well as company policies and administrative actions such as time entry and approval.
  • Utilize proactive solutions to drive efficiency and implement client requests.
  • Facilitate process improvement; adapt behavior and work methods in response to new information, changing conditions, or unexpected obstacles that warrant attention and resolution.
  • Perform other job-related duties as required.

Qualifications

  • 5+ years of help desk/tech support experience
  • Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Familiarity with supporting web based applications

 

Preferred

  • Experience with CMS related or other Medicare projectsB
  • Business process improvement (CMMI) experience
  • Agile/Scrum experience
  • Proficiency with IT concepts
  • Ability to research, analyze, make recommendations, and evaluate functions, processes, and activities to improve supported systems and overall operations.
  • Knowledge of the principles and practices used in a support organization.
  • Ability to interface/communicate professionally with external and internal customers, management and other employees.
  • Ability to convert help desk tickets into user stories.

 

Required Skills

  • Excellent written and verbal communication skills – must be able to communicate fluently in English.
  • A proactive nature
  • Dedication to taking care of the customer, anticipating their needs and following through with commitments
  • Ability to adapt and deal with change
  • Ability to multi task and prioritize multiple responsibilities
  • Strong time management skills.
  • Demonstrated ability to work with cross functional teams including senior level individuals.
  • Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.

FLSA Classification:  Exempt

 

Interpersonal Skills

  • Excellent interpersonal, communication, and organizational skills.
  • Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing.
  • Should be extremely facts and data oriented.
  • Should be deadline and closure oriented.
  • Strong communication, interpersonal, persuasion, facilitation and influencing skills.
  • Should be self-driven.
  • Strong analytical, organizational and project management skills.
  • Demonstrated ability to lead and work with cross functional teams including senior level individuals.
  • Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.

 

 

NWT is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

 

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