Help Desk Analyst

Description

Primary Responsibilities

• Manage incoming support calls in accordance with established service levels and best practices.
• Utilize and contribute to the internal knowledge base (SharePoint) for consistent issue resolution.
• Regularly update training materials and documentation to reflect new knowledge and procedures.
• Review and implement new processes; ensure Service Desk staff are trained accordingly.
• Strive to meet key performance metrics:
• First Call Resolution: 80% or higher
• Average Wait Time: Under 20 seconds
• Average Call Duration: 10 minutes or less
• Collaborate with the Desktop Services team to manage corporate desktops following IS best practices.
• Participate in the research, testing, and deployment of operating system and application patches.
• Support and maintain PC hardware, software, printers, copiers, and projectors.
• Provide support for mobile devices, including iPhones, Android devices, hotspots, and iPads.
• Deliver first-level support for desktop systems and applications.
• Monitor and act on dispatched Service Desk tickets.
• Escalate unresolved issues to the Supervisor per established procedures and timelines.
• Communicate effectively with users, ensuring timely and professional responses.
• Use strong interpersonal skills to extract technical details from non-technical users.

Additional Responsibilities

• Assist with special projects and initiatives as assigned.
• Provide backup support for other IT functions as needed.

Requirements

Minimum Qualifications

• Education:High School Diploma or equivalent
• Experience:
• 2-4 years of Service Desk or Help Desk experience
• 1 year of desktop administration experience

Required Skills

• Strong understanding of Service Desk operations and best practices
• Proficient in troubleshooting desktop and laptop hardware
• Familiarity with printers, copiers, and fax machines
• Excellent communication and customer service skills
• Proficiency in Microsoft Office applications
• Basic knowledge of mobile devices (iPhone, Android)
• Familiarity with Unified Communications tools (e.g., Jabber, WebEx)
• Basic understanding of Microsoft networking
• Strong analytical and problem-solving abilities

Preferred Qualifications

• Microsoft Certified Desktop Support Technician (MCDST) or equivalent experience
• CompTIA A+ certification or equivalent experience

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.

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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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