Help Desk Analyst HDA2 A4 SC3

Introduction:

The Help Desk Analyst is responsible for providing technical support to users, troubleshooting issues, and escalating complex problems to senior staff members. This role involves responding to help desk emails promptly and assigning incidents to the appropriate technical resource using ServiceNow.

Responsibilities:

• Receive telephone calls and emails from users experiencing technical issues with business applications
• Identify the nature of the problem and determine whether it is a hardware or application issue
• Log all issues in the tracking system and escalate them following defined procedures
• Assist users in troubleshooting and resolving technical problems
• Research solutions using technical databases and collaborate with colleagues to find resolutions
• Provide accurate and timely answers to user inquiries and administrative questions
• Communicate status updates effectively and manage time spent on work activities
• Adhere to quality standards and work collaboratively in a team environment
• Complete assigned tasks and contribute to the coordination of system changes and upgrades
• Demonstrate strong written and verbal communication skills

Requirements:

Required Skills:

• Promptly respond to help desk emails
• Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource
• Ability to troubleshoot and resolve technical problems efficiently
• Strong communication skills
• Experience working in a call center environment

Preferred Skills:

• Knowledge of business applications and software products
• Experience with technical databases and diagnostic tools
• Understanding of computer hardware and networking concepts
• Ability to work collaboratively in a team setting