Helpdesk Analyst
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Helpdesk Analyst

We are looking for a competent Helpdesk Analyst to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. This is a full-time, long-term, contract position. 

An excellent Helpdesk Analyst must have a good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions from customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

Requirements

  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • BSc/BA in IT, Computer Science or relevant field

Minimum skills and experience: 

  • Minimum 2 years of experience working in single point of contact help desk. 
  • Experience using GroupLink’s Everything Helpdesk application. 
  • Strong customer service skills; telephone etiquette. 
  • Good team-oriented interpersonal skill. 
  • Good organizational skills. 
  • Good analytical and problem-solving skills. 
  • Good oral and written communications skills (technical and non-technical). 
  • Strong understanding of the ACD system and trouble ticket process. 

Apply Now at: http://jobs.gohire.io/Cm5KOZeF/150338/