Help Desk Support Analyst

Role Overview:A Help Desk Support Analyst is a key member of the help desk team responsible for providing technical support and assistance to endusers diagnosing and troubleshooting ITrelated problems and ensuring prompt resolution of issues to minimize downtime and disruption.

Key Responsibilities:

1. Incident Management:
   • Serve as the initial point of contact for endusers seeking technical assistance or reporting ITrelated issues.
   • Log categorize prioritize and escalate incidents and service requests in the help desk ticketing system.
   • Gather detailed information from users to diagnose and troubleshoot technical problems effectively.
2. Technical Support:
   • Provide technical support and guidance to endusers for resolving hardware software network and other ITrelated issues.
   • Troubleshoot and resolve common technical problems including software installations system configurations and connectivity issues.
   • Walk users through troubleshooting steps provide instructions and offer solutions to resolve technical issues remotely or onsite.
3. Ticket Resolution:
   • Manage and resolve help desk tickets within established service level agreements (SLAs) and response times.
   • Follow documented procedures and workflows for incident resolution ensuring accurate documentation of actions taken and resolutions provided.
   • Escalate complex or unresolved issues to higherlevel support teams or specialists for further investigation and resolution.
4. Customer Service and Communication:
   • Provide excellent customer service and communication to endusers throughout the incident resolution process.
   • Communicate with users professionally and courteously explaining technical concepts in a clear and understandable manner.
   • Keep users informed of ticket status progress updates and resolution timelines to manage expectations and ensure customer satisfaction.
5. Documentation and Knowledge Management:
   • Document incident details troubleshooting steps and resolutions accurately and comprehensively in the help desk ticketing system.
   • Contribute to the development and maintenance of knowledge base articles FAQs and selfhelp guides to facilitate user selfservice and improve support efficiency.
   • Identify recurring issues and trends and provide feedback to management for process improvement and training purposes.

Qualifications and Skills:

• Bachelors degree in Computer Science Information Technology or related field (or equivalent experience).
• Proven experience in a help desk or technical support role with a strong focus on incident management and customer service.
• Technical proficiency in troubleshooting hardware software networking and other ITrelated issues.
• Familiarity with help desk ticketing systems and IT service management (ITSM) processes such as incident problem and change management.
• Excellent communication and interpersonal skills with the ability to communicate technical information to nontechnical users effectively.
• Strong problemsolving and analytical skills with attention to detail and a methodical approach to issue resolution.
• Ability to work independently and collaboratively in a fastpaced environment with a focus on delivering highquality support services to endusers.

Conclusion:

Remote Work :

No