Helpdesk Analyst- L1
Posted on :
26-06-2024
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Job Description
Overvuew:
TekWissen Group is a workforce management provider throughout the USA and many other countries in the world.
Job Title: Helpdesk Analyst
Work Location: Remote
Duration: Full Time
Work Type: Full Time
Pay Rate: $16.00/hr.
Job Type: Remote
Job Purpose:
- The primary responsibility of the Helpdesk Analyst L1 will entail analyzing and performing initial troubleshooting on issues reported by end users.
Key Deliverables:
- Serve as the first point of contact for all ITrelated inquiries and issues providing exceptional customer service.
- Conduct Tier 1 troubleshooting and diagnostics on commonly used applications hardware operating systems network connectivity and other equipment.
- Respond to user interactions via phone collaboration tools email or ticketing system while ensuring timely resolution.
- Maintain accurate records of support requests by documenting detailed descriptions of reported issues resolutions provided and troubleshooting steps taken.
- Operate within the established Information Technology Infrastructure Library (ITIL) service support and service delivery framework to ensure alignment with best practices.
- Escalate complex technical issues to Tier 2 support or relevant IT (Information Technology) teams for further investigation and resolution while closely monitoring these escalations through to completion.
- Collaborate with team members on continuous improvement initiatives that enhance overall efficiency in resolving userreported issues.
- Keep uptodate knowledge of industry trends related to technology advancements by participating in training sessions or selflearning activities.
Required Competencies
- Effective communication skills (both written and verbal) with an emphasis on clarity when explaining technical concepts to nonexperts
- Strong customer service and interpersonal skill
- Outstanding problemsolving abilities coupled with strong analytical thinking skills
- Attention to detail when documenting information accurately
- Familiarity with common business applications such as Microsoft Office Suite (Word Excel) email clients (Outlook) collaboration tools (Microsoft Teams/Webex)
- Knowledge of Windows/Mac operating systems
- Basic understanding of networking concepts such as IP addressing/subnetting/DNS/DHCP
Years of Experience
- 1 years of relevant work experience preferably in a helpdesk or technical support role
Educational Qualification
- Bachelors degree
- Relevant certifications such as ITIL CHDA CompTIA A Network Security are advantageous.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Employment Type
Remote
Company Industry
Key Skills
- Computer Hardware
- Mac Os
- Active Directory
- VMware
- ConnectWise
- HP Service Manager
- Microsoft Windows Server
- Mobile Devices
- Windows
- Help Desk
- Operating Systems
- Remedy
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