Help Desk Analyst
2 months ago
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)
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