Help Desk Analyst

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.