Cultus
Price: 0.00 $
DESCRIPTION OF PROJECT AND TASKS: Help Desk Specialist Description Provides phone and in-person support (triage, tier 0 and tier 1 support) to users in the business areas of need including business-specific desktop applications, deployed applications, training, services, general IT help. Responsibilities for this Project Provides phone, email, and in person support (triage, tier 0 and tier 1 support) to users in the business areas of need including business-specific desktop applications, database management and updating, deployed applications, training, services, general IT help. Develops and updates Standard Operating Procedures (SOPs) to ensure consistent customer responses In addition to providing general customer support on all topics, this analyst would be expected to gain subject matter expertise on Rhapsody, an FDA internal tool. Analyst would provide user support and provide expertise and guidance to the Client training team as they create Rhapsody materials Facilitate demos and workshops with customers and work in conjunction with adjacent Client training team Creates dashboards to analyze service desk metrics and Client trends; performs deep dives from data repository to recommend process improvements and create a feedback loop on new initiatives Required skills/Level of Experience: Three (3) years of experience with customer support. Nice to have skills:
