Help Desk Analyst

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Dice is the leading career destination for tech experts at every stage of their careers. Our client, Robert Half, is seeking the following. Apply via Dice today!

Description

Primary Responsibilities

• Manage incoming support calls in accordance with established service levels and best practices.
• Utilize and contribute to the internal knowledge base (SharePoint) for consistent issue resolution.
• Regularly update training materials and documentation to reflect new knowledge and procedures.
• Review and implement new processes; ensure Service Desk staff are trained accordingly.
• Strive to meet key performance metrics :
• First Call Resolution : 80% or higher
• Average Wait Time : Under 20 seconds
• Average Call Duration : 10 minutes or less
• Collaborate with the Desktop Services team to manage corporate desktops following IS best practices.
• Participate in the research, testing, and deployment of operating system and application patches.
• Support and maintain PC hardware, software, printers, copiers, and projectors.
• Provide support for mobile devices, including iPhones, Android devices, hotspots, and iPads.
• Deliver first-level support for desktop systems and applications.
• Monitor and act on dispatched Service Desk tickets.
• Escalate unresolved issues to the Supervisor per established procedures and timelines.
• Communicate effectively with users, ensuring timely and professional responses.
• Use strong interpersonal skills to extract technical details from non-technical users.

Additional Responsibilities

Requirements

Minimum Qualifications

Required Skills

Preferred Qualifications

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract / temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract / temporary professionals are also eligible to enroll in our company 401(k) plan. Visit for more information.

2025 Robert Half. An Equal Opportunity Employer. M / F / Disability / Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Contract

Job function

Job function

Information Technology

Industries

Software Development

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