Helpdesk Analyst - Hybrid
About The Position
The Help Desk Analyst is responsible for call center work, assisting users with computer issues such as logins, resets, and application navigation. They will escalate tickets to tier two support when necessary. This role involves analyzing and troubleshooting business application support problems, applying knowledge of computer software, hardware, and application services to resolve user issues. The analyst will receive telephone calls and emails from users, determine the nature of the problem (hardware vs. application issue), and log it in the tracking system. They will assist users through problem-solving steps, utilize technical databases and collaborate with colleagues to find solutions, and make appropriate use of reference publications and diagnostic aids. Additionally, the role involves coordinating changes, upgrades, and new products, ensuring system operability, and providing accurate answers to user inquiries in a timely manner. The analyst will also communicate status updates, manage and report time spent on work activities, and follow quality standards. The ability to work in a team environment and complete assigned tasks is essential. Strong communication skills, both written and spoken, are required.
Requirements
- Strong communication skills; both written and spoken.
- Able to work in a team environment.
Responsibilities
- Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.
- Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.
- Escalates issues in accordance with defined procedures.
- Assists users through problem solving steps.
- Uses technical databases to research problems and talks with co-workers to research problem and find solution.
- Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
- Assists in coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environment.
- Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
- Communicates accurate and useful status updates.
- Manages and reports time spent on all work activities.
- Follows quality standards.
- Completes assigned tasks.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
