Help Desk Analyst
Help Desk Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Provide customer support for desktops laptops email VPN connectivity hardware printing a fast-paced corporate help desk environment.
- This involves logging calls into the problem tracking system and resolving 1st level and some 2nd level incidents as well as analysing problems for routing to appropriate backline support if necessary.
- Will work with backline teams and operations to prevent problems facilitate problem resolution and provide overall outstanding customer service.
- Must have strong Customer Service skills along with strong oral and written communication skills.
- Responsible for software and hardware support.
- Provides technical advice guidance and informal training to customers using hardware and software programs.
- Troubleshoots and restores routine technical service and equipment problems by analysing identifying and diagnosing faults and symptoms using established processes and procedures.
- Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention.
- Maintains knowledge database and call tracking database to enhance quality of problem resolutions.
- Works in a team setting sharing information and assisting others with calls.
Employment Type
Full-time
