Ziegler CAT has an opening for a Help Desk Analyst that will field, log, diagnose, and resolve or redirect all internal and external customer calls/emails/walkups (incidents) to the IS User Support Center. This position may assist in developing and delivering training and tools (tips, knowledge base, etc) in the use of certain computer hardware and software applications. In addition, this person will keep customers informed of global problems, solicit feedback from customers on the operation of the User Support team, and participate in the evolution of our team's processes and procedures.
Understand, diagnose, and resolve or redirect computer, office phone, mobile device and software incidents
Record all incidents and resolutions in the incident tracking system
Assist manager and lead in performing analysis of incidents, identify opportunities for improvement, and coordinate with manager or lead to implement improvements
Prepare and maintain user tools such as knowledge base articles and user self help
Gain an understanding of the operation and support of 3rd party software applications used by Ziegler CAT staff