Help Desk Analyst

2 months ago


Remote, India Jobeefie pvt ltd Full time

About the Role :

We are seeking a customer-oriented Help Desk Analyst to provide technical support to our employees.

You will be responsible for resolving IT issues, answering questions, and ensuring optimal user experience.

Responsibilities :

- Provide technical support for hardware, software, and network issues.

- Troubleshoot and resolve computer problems, including software installations and updates.

- Answer incoming support requests via phone, email, and ticketing systems.

- Document and track help desk requests and resolutions.

- Maintain and update knowledge base articles.

- Assist with user account management and password resets.

- Escalate complex issues to higher-level support teams.

Key Result Areas (KRAs) :

- Achieve high customer satisfaction scores through timely and effective issue resolution.

- Maintain help desk ticket resolution within defined SLAs.

- Contribute to the knowledge base by creating and updating accurate documentation.

- Identify and resolve recurring issues to improve overall support efficiency.

Technical Skills :

- Basic understanding of computer hardware and software.

- Proficiency in Microsoft Windows operating systems.

- Experience with common office applications (Word, Excel, PowerPoint).

- Knowledge of network troubleshooting.

- Ability to learn new software and hardware quickly.

- Ticketing system proficiency (e.g, Zendesk, Jira)

(ref:hirist.tech)
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