Lead Help Desk Analyst
3 weeks ago
We are seeking a highly motivated and customer-focused Lead Helpdesk Analyst to join our dynamic IT support team. The ideal candidate will play a crucial role in leading a team of Helpdesk Agents, ensuring compliance with internal guidelines and optimizing Key Performance Indicators (KPIs). As a Lead Helpdesk Analyst, you will contribute to maintaining a positive user experience by delivering excellent customer service and utilizing your technical expertise to address a variety of IT concerns.
Responsibilities:
- Serve as the initial point of contact for end-users seeking technical assistance through various channels, including phone, email, and chat.
- Conduct thorough and systematic troubleshooting to identify the root cause of reported problems. Resolve Level 1 issues promptly and escalate more complex problems to the appropriate support teams.
- Provide support for common hardware and software issues.
- Assist users with password resets, account unlocks, and basic account management tasks.
- Monitoring KPIs for Helpdesk Agents.
- Provide mentorship and guidance to Helpdesk Agents.
Qualifications:
- High school diploma or equivalent.
- Prior Lead/Manager experience in a Helpdesk or Desktop environment.
- Basic understanding of computer hardware, software, and operating systems.
- Familiarity with common productivity applications (Microsoft Office, email clients, etc.).
- Troubleshooting skills for resolving Level 1 IT issues.
- Excellent communication skills, both verbal and written.
- Strong customer service orientation with a positive and patient demeanor.
- Ability to work well in a team and collaborate with colleagues.
- Ability to handle a fast-paced work environment and prioritize tasks effectively.
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