A Day in the Life of a Help Desk Analyst

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It has become increasingly clear to all organizations that the quality of service provided by their customer-service centers directly influences their bottom-line results. For RMI Corp., a provider of software for the equipment rental, sales and service industries, success directly relies on its clients’ achievements. So, it’s not surprising much of the company’s performance relies on its client services team, which focuses on clients’ immediate needs, including implementation assistance, training, custom modifications and support.

As client services team lead, Karen LeVie holds a pivotal position at RMI Corp. — she serves as an adviser in determining client requirements and the necessary actions to achieve desired performance goals. She provides guidance to team members in regard to using the appropriate methods, techniques and tools to aid in resolving clients’ ongoing needs.

LeVie joined RMI Corp. about nine years ago as a Level 1 help desk analyst and then progressed through the next two levels to team lead.

“My career experiences have been atypical in that they began in a complaint center environment and have evolved into a contribution toward a true industry standard support model,” she said. “This growth has given me a breadth of knowledge and experience that benefits my clients on a daily basis.”

During a typical day on the job at RMI Corp., LeVie said she’ll work eight to 10 hours a day managing the client services department, mentoring team members and providing support during call resolutions. LeVie said, however, that because of the nature of her position, most days are not typical due to the diversity of RMI Corp.’s primary software solution, ADVANTAGE.

“Everyday is a challenge,” she said. “The most challenging aspect of my job is keeping up with new application versions and technological changes. However, by properly managing and disseminating the information to those impacted by new application versions and technological changes, much of those atypical challenges are combated.”

On a daily basis, LeVie puts to work her expertise of Microsoft products, including Outlook, Excel, Access, Word, MapPoint, Dynamics and Enterprise Project Management. She also must stay current on the ADVANTAGE solution — which automates rental, service, sales/marketing, cash management, purchase and payables, sales and receivables, customer relationship management, job costing, warehouse management, distribution, human resources, and payroll — in order to be as supportive to clients as possible. In addition to technical proficiency across those applications, LeVie said time-management, communication and presentation skills are necessary for her position.

Although she earned a bachelor of science degree in physical education and a minor in management with a sports management concentration, LeVie has earned certifications to correlate with her career.

“My current certifications — Gateway to Attain, Financial Management and Payroll Specialist — have helped me become a subject-matter expert in their related areas and have helped me advance over the years into the team lead position,” she said.

To continue her professional growth, however, LeVie strives to earn the HDI Help Desk Manager certification, as well as Support Center Manager certification. She recently received the 2006 HDI Regional Help Desk Analyst of the Year Award for her technical skills, customer-service skills and departmental expertise. LeVie earned this award because of her vast knowledge and insight to customers’ uses of the ADVANTAGE solution, as well as her ability to optimize the value and impact of the client services organization at RMI Corp.

“This award was affirmation for the effort and commitment that I have put into my career,” she said. LeVie said the success she has earned thus far as a help desk analyst primarily is due to ability to identify with the client.

“The best advice I received in regard to my career was, ‘If you can’t place yourself in your customer’s shoes, you should not be in support,’” she said.

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