Help Desk Design position description detail

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System Analytics Inc.

Provider of innovative technology solutions

Position Description Detail:

· Capture customer requirements and desires

· Document the customer experience for the present state and future state

· Capture business requirements & document scope of services provided

· Define tiered architecture of multiple support levels

· Identify and design the scope of support and the scope of the Help Desk

· Identify the type of Help Desk that will be implemented

· Design the physical, technical, and human capital needs for the Help Desk

· Define CRM needs/options, to include but not be limited to, customer experience, call handling, routing, and escalation, IVR (interactive voice response) needs, self-service options, and communication methods.

· Define associated flows (work-flows, knowledge flows, and customer experience flows) for CRM tools.

· Define functional and system requirements for BMC Remedy platform

· Design workflows for tools, including Remedy

· Define process integration points

· Document conceptual system operating architecture (detailed Concept of Operations)

· Develop a staffing design based on client objectives and business needs.

· Develop escalation design for functional and hierarchical escalations

· Develop execution plan for rolling out Help Desk capability

· Define incident management process

· Establish integration requirements for incident management process with managed service provider incident management process

· Identify and establish success factors for the design

· Identify and establish performance/SLA goals for the desk

· Identify the service provider options (other agency components, partners, and/or 3^rd party providers).

· Work with the operations lead to make recommendations on Help Desk options and identify next steps for the design, build, test, and deploy phases.

Key Responsibilities

Necessary Skills/ Qualifications/ Experience:

· MSOffice

· MS Project

· 1+ years of CRM Design Experience and/or Help Desk Design experience

· Work flow and process design

· 2+ years of IT Operations work experience.

Desirable Qualifications: BMC Remedy, Call center and/or Help Desk design and/ or management experience, ITIL Foundation Certification or experience with implementing IT Service Management processes, Help Desk Institute certificate(s)

Educational Requirements: Bachelor’s degree or 4 years of Operations experience in lieu of a degree.

Travel Requirement: Minimal

US Citizenship Required

Help Desk Design Specialist