Help Desk Analyst

Help Desk Analyst

The Help Desk Analyst is responsible for providing high quality customer service interactions with the company's end user population via the telephone and email. They will facilitate and resolve a wide variety of requests, inquiries and IT concerns with the use of their strong technical knowledge of hardware and software. This person will work independently, and as part of a team, to deliver outstanding service and support.

Responsibilities

• Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
• Hardware support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform basic printer, network and device troubleshooting.
• Software support functions include, but are not limited to, answering an array of job-specific How-To questions and the installation, basic configuration and troubleshooting of applications that are standard within our environment or otherwise approved for installation.
• Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.
• Escalate calls, as necessary, to Level II and III IT staff, or authorized contractors, to resolve problems or fulfill requests according to established escalation procedures.
• Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs.
• Execute basic and routine systems administration tasks (e.g., password administration and print queue management).
• Utilize, create, and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates.
• Assist with projects such hardware or software upgrades and on-boarding of large groups.
• Perform other duties as required.

Requirements

• 3+ years providing direct and exceptional user support in a high-performance culture in a help desk or service desk environment (phone support, not desktop support)
• 3+ years of experience supporting Windows-based computers, including Microsoft Windows 10
• 3+ years of experience supporting Smartphones, e.g., iPhone, Android
• 3+ years of experience supporting Microsoft Office Applications
• Experience with Citrix or other remote access technologies

Nice To Haves

• Bachelor's Degree, ideally in an IT related field
• ITIL and Microsoft Office Application certifications
• Experience using and supporting:
  • Adobe Acrobat
  • Avaya Telephony
  • Blackberry Work
  • Mac laptops/OS
• Deploying operating systems with SCCM