Helpdesk Analyst - Remote

Must Have for this role:

- Entry level; looking for someone with 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.

- Strong Communication Skills Written and Verbal to be able to stay focused on the conversation and manage calls for support.

- Great Customer Service skills with attention to detail and ability to listen

- Naturally inquisitive and want to learn and understand at deeper level

- Proactive with information gathering.

- Understand how to troubleshoot and when to escalate

- Plus, if they have industry specific certifications like A Plus, HDI, Network Plus, CompTIA Plus

Service Desk Tier 1 Agent
Job Description:

- First point of contact for the users who call our IT Service Desk

- Answers incoming calls, emails, chats

- Tracks all information in ticketing system

- Uses KB tool along with expertise to resolve tier 1 incidents and requests in a timely fashion

- Escalates unresolved problem/issues/requests to the proper tier 2 support team

- Troubleshoot basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

- Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.

- Become familiar with helpdesk policies and services.

- Become familiar with the Systems, Network, Core Applications and each team in the IT Department.

- Other duties as assigned by the Service Desk Manager.

Qualifications:

- 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.

- Demonstrate a general knowledge of operating systems and application software to provide a high level support.

- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

- Ability to utilize the applications for Microsoft Office for support, reporting and documentation.

- Excellent oral and written communication skills.

- Ability to provide technical support over the phone; excellent phone skills, professional demeanor.

- Excellent problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Originally posted on Himalayas