Purpose/Description

The Call Center Analyst, in the Information Technology Department, works at the Service Desk, which is the first point of contact for internal and external users when there are service disruptions. The Service Desk provides a point of communication to the end user and a point of coordination for several IT groups and processes. The Service Desk role is distinct and separate from any group in the Information Technology Department. The Call Center Analyst is directly responsible for triaging alerts, incoming service requests and troubleshooting technical events in direct support of end users.

• Required Tasks
  • Provide 1st (Level) on-site and remote hardware, software and network technical support to include technical guidance, software installations, and removals. Escalate unresolved incidents or problems to the appropriate service owner or service manager.
  • Respond to requests and restore normal service to internal and external users based on established and approved service level objectives. Includes extended-hours on-call services.
  • Responsible for all tickets/requests/calls to ensure they are correctly documented, assigned, communicated, and updated with the relevant information and escalated as necessary to defined Wayne County Service Desk standards using Wayne County Service Desk IT Service management Tool.
  • Identify potential users training requirements and provide knowledge management recommendations for training actions.
  • Answer calls in a courteous manner, and maintain a "Customer is always right" attitude no matter the situation. Notify management if any customer is not satisfied with their service.
  • When attempting to close a call record, the technician must attempt to reach the customer at least 3 times using voicemail and/or email over a period of 5 business days. If the customer does not respond at the end of the 5th business day, the record may be closed, but noted in the record to ensure customer contact and satisfaction.
  • Complete Service Requests [adds, moves, or changes] assigned to the Service Desk including (but not limited to) account creations, deletions, moves, Internet, network, and email access, generic email accounts, name changes, employee profiles.
  • Respond to all inquiries in the callcntr@waynecounty.com mailbox within 8 business hours. Create TT's from customer's reporting issues. Those requesting service should be directed to the online Service Desk Portal.
  • The Wayne County tech line is for the use of Building Technicians, Third Party Vendors, and any IT personnel wishing to update an existing ticket or open a low priority ticket after hours. The tech line shall be answered by any available service desk personnel. The tech line voicemail shall be monitored by the technician on call for that week.

Educational/Experience Requirements

• An Associates Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline; OR
• One (1) year of relevant technical experience working in an environment supporting 500 users or more in a capacity that demonstrates an ability to resolve issues within expectations and to the satisfaction of the customer/client.
• Preferred Certifications: ITIL v3 Foundations and CompTia A+

The Charter County of Wayne

The Charter County of Wayne is Michigan's largest county. We are home to 34 cities and nine townships. From Rockwood to Livonia, from Sumpter Township to the Grosse Pointes, each community in Wayne County offers residents and businesses a unique blend of opportunity to live, work, play and raise families.Headquartered in Detroit, our largest city and the automotive capital of the world, Wayne County offers a diversified economy and high standards for our residents' quality of life. Our history is rich and we take pride in being one of the most diverse communities that values culture, arts, and world-class amenities.Wayne County provides leadership that ensures the County operates efficiently, effectively, and responsibly. We provide transparently while building a stronger County inclusive of collaborations, innovation, and a clear focus on serving our residents.