We are seeking a highly motivated and customer-focused Helpdesk Analyst to join our dynamic IT support team. As a Helpdesk Analyst, you will contribute to maintaining a positive user experience by delivering excellent customer service and utilizing your technical expertise to address a variety of IT concerns.
Responsibilities:
Serve as the initial point of contact for end-users seeking technical assistance through various channels, including phone, email, and chat.
Conduct thorough and systematic troubleshooting to identify the root cause of reported problems. Resolve Level 1 and Level 1.5 issues promptly and escalate more complex problems to the appropriate support teams.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Qualifications:
High school diploma or equivalent.
Understanding of computer hardware, software, and operating systems.
Familiarity with common productivity applications (Microsoft Office, email clients, etc.).
Troubleshooting skills for resolving Level 1/1.5 IT issues.
Excellent communication skills, both verbal and written.
Strong customer service orientation with a positive and patient demeanor.
Ability to work well in a team and collaborate with colleagues.
Ability to handle a fast-paced work environment and prioritize tasks effectively.