Kelly Services Tier 2/Tier 3 Analyst-OR in Beaverton, Oregon
Tier 2/Tier 3 Analyst-OR
Location: Beaverton, OR 97005
Duration: 6 Month’s contract to hire
The help desk analyst is one of the most visible IT roles—as well as an evolving one. In fact, it’s one of the few public-facing IT jobs.
Help desk analysts are on the frontline of customer support. They are focused on helping to resolve technical issues end users encounter, or connecting those users with more intensive IT support, when needed. Here are the three levels of analysts:
• A Tier 2/Tier 3 Analyst is able to resolve more complex systems and applications problems. These help desk analysts generally decide whether or not to generate a trouble or work order ticket, or escalate the issue to the next level. Analyst will research and resolve the most complex issues that other help desk levels have been unable to fix. They also identify trends in issue reporting and come up with preventative solutions.
A help desk analyst spends the majority of the day performing remote support. This can take a number of forms:
• Over-the-phone support
• Screen sharing or remote control
• Live chat support
• Email support
Performing any kind of technical support is challenging enough, but remote support can require even more skill.
If screen sharing or remote control tools aren’t available, help desk analysts must depend on users to be their eyes and hands when trying to resolve a problem. The help desk analyst must visualize what the user is seeing on his or her screen and know exactly what suggestions to give, and how to word that guidance so the user can follow it.
Providing remote support can be particularly tricky during busy periods of the day when the volume of calls picks up, queues get longer and pressure mounts. The help desk analyst therefore needs to know how to keep cool and work efficiently – and it doesn't hurt to have a sense of humor, particularly when receiving requests like these. (Although laughing at end user requests while helping them is obviously not a good idea!)
Help desk requests are tracked using a ticketing system. The most efficient help desks have standards set for ticket quality, like average time to resolution and percentage of tickets that are escalated to higher levels.
These standards are used to measure the quality of service, as well as to detect trends in product quality. This is why a help desk analyst must regularly maintain tickets.
These professionals typically spend a portion of the workday reviewing existing tickets and looking for cases that should be closed, following up with users where appropriate, and setting reminders for future action.
Help desk analysts who deal with especially time-sensitive issues will spend a larger share of their day on ticket maintenance and following up on reminders to make sure their tickets are on track for a speedy resolution.
Training, coaching and advising
A more experienced help desk analyst, such as a Tier 3 technician, will likely spend time training and coaching others in addition to solving more complex IT issues.
Tier 3 professionals are also expected to maintain documentation such as knowledge base articles or FAQs, and inspect the ticketing system for trends to help drive improvements to the help desk as well as IT products. Devising preventive solutions is one example of how a Tier 3 help desk analyst specifically adds value to the organization
Why Kelly ® ?
With Kelly, you’ll have direct connections to leading IT organizations in the best companies around
the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-
visibility projects. In a field where change is the only constant, our connections and opportunities
will help you take your career exactly where you want to go. We work with 95 of the Fortune 100™
companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent:
people like you.
Last year we found 8,000 opportunities for IT professionals. Let us help advance your career
AboutKelly Services ®
As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter .
Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,
Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is
committed to employing a diverse workforce. Equal Employment Opportunity
is The Law.