Help Desk Analyst
2 months ago
Responsibilities:
• Ensure the seamless installation of software to provide user-friendly ICT support.
• Provide first-line support to resolve incidents and requests swiftly, enhancing user experience and system reliability.
• Perform continuous analysis of system performance, proposing improvements and issuing recommendations.
• Develop and maintain technical documents according to knowledge management standards, facilitating knowledge sharing.
• Create user guidelines for specific desktop products, software programs, or systems to empower end users and prevent recurrent issues.
• Conduct administrative and maintenance tasks, including preventative maintenance on client systems, hardware repair, and inventory maintenance.
• Keep up-to-date ticketing records using the 'Ticketing System' and 'Service Desk Tickets' skills.
• Stay updated about evolutions within the field to offer a service continuously based on updated knowledge and contribute to the long-term continuity of the ICT department.
• Train internal customers in technical solutions for business processes, enhancing their technical proficiency.
• Participate in an on-call rotation with other team members to provide emergency service when possible.• Proficiency in operating a ticketing system
• Experience in handling service desk tickets
• Knowledge of the chemicals manufacturing industry
• Ability to troubleshoot and resolve technical issues
• Excellent communication skills, both written and verbal
• Ability to work collaboratively within a team
• Strong problem-solving skills
• Demonstrated ability to prioritize tasks
• Familiarity with IT standard operating procedures
• Experience with customer service practices
• Ability to work under pressure and manage stressful situations
• Strong attention to detail
• Ability to work flexible hours, as needed
• Demonstrated ability to learn new technologies quickly
• Knowledge of relevant software and hardware systems
• Strong customer-service orientation.
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