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Help Desk Analyst

2 months ago

Houston, United States LanceSoft Full time
Job Description:
ESSENTIAL SKILLS REQUIRED:
  • Acts as first line of communication and support for all software, hardware, and telephone related issues.
  • Experience in troubleshooting computer / system issues or escalating to appropriate IT staff when necessary.
  • Able to clearly communicate with customers to resolve issues efficiently.
  • Monitor the ticketing system (Cherwell) to ensure tickets are addressed in a timely manner or assign to teams/users accordingly.
  • Follow-up on open service requests previously assigned.
  • Utilize available applications to provide remote support to end-users
  • Keep the team informed of issues that may be impacting services/performance.
  • Willing to learn and help with gathering information and maintaining inventory of equipment, etc.
  • Familiarize oneself with regularly used applications such as Cisco Communications and related software / VPN programs / Active Directory / Windows OS / Microsoft Office products.
  • Identify and create necessary documents for ways to improve services or processes
  • Able to run reports as requested for performance, auditing, inventory etc
  • Participate in IT Support projects including identifying technical requirements.
  • General Knowledge of DHCP, DNS and Network Infrastructure
  • Performs other duties as required.
  • Experience in multitasking in a fast paced environment
  • Experience in providing excellent customer service orientation.
  • Experience in effectively communicating verbally and in writing.
  • Experience in selecting and providing appropriate information to others.
  • Experience in acting as a spokesperson for the Service Desk.
  • Experience in working as team member on group projects.
  • Knowledge of the principles of determining the source of the problem while on the phone with customers in regard to desktop, network systems, or applications.
  • Knowledge of basic research techniques and applications using Google or Bing.
  • Knowledge of Microsoft applications software