Helpdesk Analyst Remote

Helpdesk Analyst

In this role, the Helpdesk Analyst will act as a liaison between business users, stakeholders, and technologists. The ideal candidate will have strong skills in requirements gathering, tracking, and analysis, as well as the ability to effectively communicate information to both technical and non-technical professionals. They will create process models, diagrams, and related documentation, and will have a solid understanding of various digital platform tools.

The Training Instructor I works independently as well as closely with the Helpdesk Architect and Leadership team to jointly chart business and technical strategies.

Responsibilities:

• Ensures compliance with all applicable privacy and security training requirements (both IntegrityM and external/client-based), whether on an annual or ad/hoc basis.
  
  Please note:
  
  certain position levels (leads, managers, directors or higher) may require additional "role-based" training to ensure compliance with applicable privacy and security requirements.
• Serve as the primary point of contact for helpdesk support, addressing inquiries and resolving technical issues for business users and stakeholders.
• Collaborate with the Helpdesk Architect and Leadership team to develop and implement business and technical strategies.
• Gather, track, and analyze requirements from business users and stakeholders to ensure effective technical solutions.
• Communicate complex technical information clearly and effectively to both technical and non-technical professionals.
• Create and maintain process models, diagrams, and related documentation to support technical solutions.
• Ensure all helpdesk activities are documented and tracked in accordance with company policies and procedures.
• Provide exceptional customer service and support to all users, ensuring timely resolution of issues and effective communication throughout the support process.