Help Desk Analyst at Robert Half in Marysville, Ohio

Posted in Other about 15 hours ago.

Type: full-time





Job Description:

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.

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