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Reference Number:
BA_HD-582_599
Job Description:
The Business Analyst-Help Desk Analyst role is to ensure proper application operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.
The scope of the position includes responsibility for providing Global Application Support, which encompasses, mailbox monitoring, Remedy tracking and reporting, global implementation & support for the application. Liaise with Global ITS groups.
Responsible
? Provide assistance to professionals by answering Global Support inquiries via a mailbox
? Record escalations via the call management system Remedy
? Remedy ticket reporting
? Production issues management tracking
? Adds/Changes/Deletes via administration screens
? Review & research new entities for potential addition into a central database
? Liaise with Global ITS groups
? Management of global mailboxes
Experience Level:
4 Years
Requirements:
Required Skills
Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
? Good writing and communication skills
? Ability to interact with all levels of Management
? Ability to prioritize and facilitate assignments with minimal supervision
? Ability to handle multiple tasks and support special project needs
? Ability to work independently and as part of a team
? Proficient in MS Word, Excel, Access & PowerPoint
? Research Skills ? detail oriented; Big 4 accounting experience is a plus.
EDUCATION >>
? Bachelor?s degree or equivalent work experience
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