Help Desk Analyst I

Description

We are looking for a dedicated Help Desk Analyst I to provide exceptional technical support and customer service. In this role, you will play a key part in addressing and resolving IT-related issues while maintaining an attentive and efficient approach.

Responsibilities:

Monitor and respond to incoming tickets and alerts using the ServiceNow system.

Accurately document customer interactions, ensuring all details are recorded with precision and clarity.

Update tickets in alignment with established Service Level Agreements (SLAs).

Follow organizational guidelines related to incident, problem, change, and knowledge management processes.

Escalate complex issues to higher-level support when necessary.

Provide detailed documentation of customer impact, resolution steps, and ticket prioritization according to policies.

Manage incident recovery and monitor performance metrics, ensuring data accuracy in reports.

Offer after-hours support, including nights and weekends, as part of structured on-call responsibilities.

Maintain clear and effective communication with customers throughout all interactions.

Collaborate closely with team members, partners, and internal staff to achieve shared goals.

Requirements

Previous experience in a technical support or customer service role is preferred.
A bachelor's degree, technical certification, or equivalent education is advantageous.
Familiarity with technologies such as Windows 7, 8, and 10, desktop and notebook hardware, Windows Server, and networking fundamentals.
Basic knowledge of Office 365, Exchange, Active Directory, and server hardware.
Strong written and verbal communication skills in English.
Ability to manage multiple tasks, adapt to new technologies, and work effectively in a team setting.
A proactive mindset with a focus on integrity and continuous learning.
Typing proficiency of 40 words per minute or more.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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