Help Desk Analyst I

Job Description

Job Description

We are looking for a dedicated Help Desk Analyst I to join our team on a long-term contract basis. In this role, you will provide essential first-line IT support to employees, ensuring timely resolution of technical issues and exceptional customer service. Your expertise will contribute to maintaining smooth operations and effective communication between end-users and technical teams.

Responsibilities :

• Respond to and resolve tier 1 incidents, change requests, and inquiries reported to the IT Employee Helpdesk.
• Conduct initial assessments, triage, and troubleshooting for hardware, software, and communication system issues.
• Recommend solutions for recurring problems and escalate complex issues to tier-2 support teams.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Monitor ticket queues to ensure timely transfer and handling of requests by appropriate teams.
• Collaborate on the development and revision of standards, policies, and procedures to improve processes.
• Strive to enhance customer service experiences and increase first-call resolution rates.
• Serve as a liaison between end-users and technical staff to facilitate clear communication and issue resolution.
• Analyze and diagnose reported issues, providing effective solutions.
• Coordinate the onboarding process for new hires and consultants, ensuring their IT setup is completed efficiently.
• Proficiency in Active Directory and Microsoft Windows 10.
• Strong troubleshooting skills for resolving technical issues.
• Familiarity with service desk ticketing systems and workflows.
• Solid understanding of Microsoft Windows and related software.
• Excellent communication skills to interact with end-users and technical teams.
• Ability to document processes and resolutions clearly and accurately.
• Experience in customer service-focused roles within an IT environment.
• Capability to manage multiple tasks and prioritize effectively in a fast-paced setting.