Help Desk Analyst

Principal Accountabilities

·  Field incoming help requests from end users via both telephone and e-mail in a courteous

   manner.

·  Document all pertinent end user identification information, including name,

   department,contact information, and nature of problem or issue.

·  Build rapport and elicit problem details from help desk customers.  

·  Prioritize and schedule problems. Escalate problems (when required) to the

   appropriately experienced technician.  

·  Record,track, and document the help desk request problem-solving process, including all

   successful and unsuccessful decisions made, and actions taken, through to final resolution.  

·  Apply diagnostic utilities to aid in troubleshooting.

·  Access software updates, drivers, knowledge bases, and frequently asked

  questions resources on the Internet to aid in problem resolution.  

·  Identify and learn appropriate software and hardware used and supported by

   the organization.  

·  Perform hands-on fixes at the desktop level, including installing and upgrading software,

   installing hardware, implementing file backups, and configuring systems and applications.  

·  Performing preventative maintenance, including checking and cleaning of

   workstations,printers, and peripherals.

·  Test fixes to ensure problem has been adequately resolved.

·  Perform post-resolution follow-ups to help requests.

·  Develop help sheets and frequently asked questions lists for end users.

Qualification and Experience

·   2 Years of relevant work experience in aservice desk environment

·   Intermediate knowledge of Windowsoperating systems

·   Intermediate knowledge of mobile deviceoperating systems such as Android and iOS

·   Experience working with service managementtools such as Service Now or Remedy

·   Strong technical problem-solving skills

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Additional

·   Ideal candidate will possess a “can do” attitude with a “will do” work ethic

·   Quick thinker, experienced in unconventional problem solving

·   Excellent understanding of business complexity and project inter dependencies

·   Excellent communication, verbal, analytical and problem-solving skills

·   Exceptional interpersonal skills, with a focus on listening and questioning skills

·   Good time management skills and ability to meet deadlines

·   Strong understanding of the organization’s goals and objectives

·   Ability to conduct research into a wide range of computing issues as required

·   Ability to absorb and retain information quickly

·   Ability to present ideas in user-friendly language to executive levels, non-technical

    staff and end users in both business and IT terms

·   Keen attention to detail

·   Ability to effectively prioritize and execute tasks in a high-pressure environment

·   Exceptional customer service orientation

·   Experience working in a team-oriented, collaborative environment

·   Ability to travel 75%

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