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Help Desk Analyst
2 months ago
We are seeking a highly motivated and customer-focused Helpdesk Analyst to join our dynamic IT support team. As a 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 and Level 1.5 issues promptly and escalate more complex problems to the appropriate support teams.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Qualifications:
- High school diploma or equivalent.
- Understanding of computer hardware, software, and operating systems.
- Familiarity with common productivity applications (Microsoft Office, email clients, etc.).
- Troubleshooting skills for resolving Level 1/1.5 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.
