Help Desk Analyst
1 month ago
We are seeking a highly motivated and customer-focused Level 1 Helpdesk Analyst to join our dynamic IT support team. The ideal candidate will play a crucial role in providing first-level technical assistance to end-users, ensuring prompt and effective resolution of IT-related issues. As a Level 1 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.
- Maintain detailed and accurate records of support interactions, solutions provided, and escalate unresolved issues with comprehensive information for Level 2 support.
Qualifications:
- High school diploma or equivalent.
- 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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