Help Desk Analyst
SUMMARY
The Help Desk Analyst's role is to ensure proper computer operation so that internal customers can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving internal customer help desk requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Primary Responsibilites
- Field incoming help desk requests from internal customers via telephone and e-mail in a courteous manner.
- Document all pertinent customer identification information, including name, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problem resolution. Escalate issues (when required) to the appropriately experienced technician.
- Record, track, and document the help desk request problem-solving process, including all successful decisions made and actions taken through to final resolution.
- Test fixes to ensure problem has been adequately resolved.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Qualifications
- College diploma in the field of computer science with work experience.
- Strong knowledge with Microsoft Office products.
- Experience with desktop and server operating systems.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Highly self motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- CompTIA A+ Certification preferred
- Microsoft Certified Professional certifications preferred.
