Help Desk Analyst - Level 2 - call centre, active directory.
About The Position
Responsibilities: • Maintain a working knowledge of Help Desk and IT Operations procedures. • Log all incoming problems and requests and actions taken to resolve them. • Provide first response help desk support to all customers and users. • Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests. • Provide support for AOC business applications. • Provide follow-up status to end-users in accordance with specified support policies and procedures. • Ensure closed problems are adequately documented. • Assist with other tasks as assigned by management. • Notify management of all major incidents, problems immediately and with confidentiality. • Conduct quantitative and qualitative research related to processes, programs and projects. • Update Solutions Knowledgebase and Documentation • Work with management on new projects, as assigned. • Provide support to other units and/or divisions when called upon
Requirements
- Professional Experience working in IT Tech
- Experience working at a call center creating and troubleshooting tickets
- Experience developing technical documentation for customers
- Experience with Level 2 technical SW support
- Experience performing desktop application support either remote or in-person
- An Associate's Degree in any field from an accredited college or university.
Responsibilities
- Maintain a working knowledge of Help Desk and IT Operations procedures.
- Log all incoming problems and requests and actions taken to resolve them.
- Provide first response help desk support to all customers and users.
- Provide assistance in the areas of site support, and project specific assignments.
- Attempt to troubleshoot and resolve problems and satisfy requests.
- Provide support for AOC business applications.
- Provide follow-up status to end-users in accordance with specified support policies and procedures.
- Ensure closed problems are adequately documented.
- Assist with other tasks as assigned by management.
- Notify management of all major incidents, problems immediately and with confidentiality.
- Conduct quantitative and qualitative research related to processes, programs and projects.
- Update Solutions Knowledgebase and Documentation
- Work with management on new projects, as assigned.
- Provide support to other units and/or divisions when called upon
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
