Help Desk Analyst

Functional documentation (FSD): Intermediate Integrated Eligibility: 2 yrs SQL: Foundation Preferred Skills: Help Desk/Service Desk: Foundation Integrated Eligibility: 2-5 yrs Responsibilities: Ticket Investigation & Resolution: Analyze and resolve support tickets independently by leveraging resources such as design documents, system requirements, client expectations, utilizing test environments, and information on past/existing defects. Data Analysis & Trend Identification: Leverage SQL queries in the system database to conduct in depth incident review, enabling deeper insights into case data and accelerate root cause analysis, and facilitating more efficient solution-oriented resolutions. System Expertise & Requirement Review: Maintain an in-depth understanding of Worker and Applicant Portal systems, continuously reviewing documentation and staying updated on enhancements or changes. Efficient, High-Quality Support in a Dynamic Environment: Consistently deliver timely, accurate, and customer-focused ticket resolutions, even as daily ticket volumes and priorities fluctuate. Manage varying workloads by maintaining responsiveness and quality, ensuring that all issues are addressed within SLA guidelines regardless of volume. Cross-Functional Collaboration: Partner with client helpdesk, business operations, and Deloitte defect management teams to **escalate, resolve, and communicate solutions or workarounds for incoming issues.** Benefits at IntelliBee Long-Term Stability: Join us on a multi-year opportunities with room to grow. Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well. Future Planning: Enroll in our 401(k) program and invest in your financial security. GC Assistance: We support immediate Green Card processing, if required. #J-18808-Ljbffr