Help Desk Analyst Job Description Template
Our company is looking for a Help Desk Analyst to join our team.
Responsibilities:
- Report about Service Calls;
- Close Service Call;
- Accept & registers Service Calls;
- Provide first level IT support by answering, evaluating, and prioritizing requests in person, via phone, chat or email;
- Identify and escalate situations requiring urgent attention;
- IT customer service and satisfaction;
- Setup, reformat, and decommission computers;
- Resolve technical problems with Local Area Networks and Wide Area networks ;
- Track and route problems and requests and document all resolutions; ensure all help desk interactions are documented and tracked;
- Ability to learn customer support essentials to provide Tier 1 level support to customers;
- Application and systems troubleshooting, testing, and installation;
- Superior organizational skills, with a disciplined approach to implementation, support and documentation;
- Documents, tracks, and monitors all problems to ensure a timely resolution;
- Ability to provide timely Tier 1 customer support;
- Identifies, researches, and resolves problems.
Requirements:
- Network printers and multi-function devices;
- Windows 7/XP, Office 2007-2010,Windows 10;
- Strong negotiation, communication, interpersonal, persuasion, facilitation and influencing skills;
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000;
- Experienced in Windows 10 operating systems;
- Servers: Windows 2000, Windows 2003, Windows 2008,
- Technical helpdesk or technical call center experience is necessary;
- Be able to work in a result driven environment;
- Knowledge of Active Directory, Exchange 2003/2007;
- Assist with password resets and account lockouts;
- Internet browsers (e.g. Explorer, Chrome, Firefox),
- The ability to set up and assist with MS Outlook set up on mobile phones such as iPhone and Android;
- Proven active listening skills that enables the ability to understand the customer interests and requests;
- Ability to understand the knowledge base and follow a script;
- Working knowledge of Remedy and RemedyForce.