The objective of the Helpdesk Analyst position is to meet and exceed customers’ expectations with regard to all IT-related requests and problems submitted by the end-user and to resolve all problems and fulfill all requests professionally, accurately, within compliance guidelines and in a timely manner. The Helpdesk Analyst must be customer-service oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources.
The Helpdesk Analyst position is responsible for providing phone support for end-users at all company locations. The Helpdesk Analyst is responsible for answering all calls within three rings when possible and logging each call into the Track It work order system. The Helpdesk Analyst then catalogs each call appropriately according to the nature of the call. The Helpdesk Analyst will resolve the problem or fulfill the request within 10-15 minutes; if the call cannot be completed reasonably close to that timeframe, the call is then escalated according to the escalation plan in effect. The Helpdesk Analyst may choose to request permission from the user to remote control the computer and to troubleshoot. In all cases, no computer will be remote controlled without permission from the user.
As the call is completed, the Helpdesk Analyst will add the resolution to the work order along with the estimated time required to resolve and change the status to closed. The Helpdesk Analyst will follow up with the end-user after the work order has been closed to confirm the matter is remediated.
Answering the Helpdesk phone and logging all calls.
Troubleshooting and resolving IT-related problems and fulfilling IT-related requests submitted by end-users.
Maintaining auditing and regulatory compliance relating to all problem resolutions.
Processing and tracking IT forms according to prescribed procedures relating to authorization and compliance.
Performing any and all other duties as by department management.
EDUCATION, CERTIFICATIONS & EXPERIENCE:
College degree or Associate’s degree in Computer Science, Information Sciences or relevant job experience
Call center and/or customer service experience
Knowledge of computer hardware, Microsoft Office products and operating systems
Helpdesk Institute’s Customer Support Specialist (CSS) or Helpdesk Analyst (HDA) A+ certificate, Microsoft Certified Professional (MCP) and Microsoft Certified Systems Administrator (MCSA) designation may be additional requirements for the position.