Help Desk Analyst

Red Cedar Consultancy

2d • Remote

About The Position

The project focuses on sustaining, enhancing, and modernizing the customers' Recruiting Information Support System to support large number of recruiters worldwide. It involves maintaining the legacy Oracle-based system while supporting the development and transition to Salesforce-based CRM. The effort addresses recruiting challenges through modern technology, data analytics, and improved system capabilities. A phased, carefully managed transition ensures uninterrupted recruiting operations while enabling long-term modernization.

Requirements

• Minimum of 1 year of experience serving as a Help Desk Analyst in a regulated and compliant environment
• Troubleshooting
• Customer Service
• Ticketing Systems
• Customers Platform Knowledge

Nice To Haves

• CompTIA A+ (IAT Level I)

Responsibilities

• Provide Tier 1 technical support to end-users, logging all incidents in the designated ticketing system and ensuring accurate information is captured
• Respond to user inquiries via phone, email, and chat, providing timely and helpful support while adhering to established service level agreements
• Troubleshoot basic technical issues related to the customers platform, escalating complex incidents to Tier 2 support or other technical teams as needed
• Document troubleshooting steps and solutions in the knowledge base to facilitate faster resolution times and improve the self-service capabilities for end-users

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed