Job Description

About the job Helpdesk Analyst - Remote


Must Have for this role:

• Entry level; looking for someone with 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.
• Strong Communication Skills Written and Verbal to be able to stay focused on the conversation and manage calls for support.
• Great Customer Service skills with attention to detail and ability to listen
• Naturally inquisitive and want to learn and understand at deeper level
• Proactive with information gathering.
• Understand how to troubleshoot and when to escalate
• Plus, if they have industry specific certifications like A Plus, HDI, Network Plus, CompTIA Plus

• First point of contact for the users who call our IT Service Desk
• Answers incoming calls, emails, chats
• Tracks all information in ticketing system
• Uses KB tool along with expertise to resolve tier 1 incidents and requests in a timely fashion
• Escalates unresolved problem/issues/requests to the proper tier 2 support team
• Troubleshoot basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with helpdesk policies and services.
• Become familiar with the Systems, Network, Core Applications and each team in the IT Department.
• Other duties as assigned by the Service Desk Manager.

• 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.
• Demonstrate a general knowledge of operating systems and application software to provide a high level support.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone; excellent phone skills, professional demeanor.
• Excellent problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.

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