Help Desk Analyst

Overview

• Provide technical assistance, support, and advice to end users for hardware, software, and systems.
• Provide hands-on technical assistance to business and technical users.
• Investigate and resolve computer software and hardware problems of users.
• Serve as a contact for level 1 support.
• Serve as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
• Determine whether problem is caused by hardware, software, or system.
• Answer questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talk with technical and non-technical co-workers to research problem and find solution.
• Ask user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Experienced with a variety of call-tracking software and systems.
• Reads trade magazines and engages in independent study to maintain current industry knowledge.
• Follow quality standards and displays strong customer service skills.
• Ability to work in a team environment.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.

• 3 years of experience in help desk.

• Hardware:
  Dell Laptops / desktops
• Software: MS O365, Adobe Acrobat, Service Now
• Customer service skills are very important.
• Technical troubleshooting skills a must
• Ability to communicate both oral and written.