Help Desk Analyst

Detailed JD : Help Desk Analyst I (US)

• Responsible for analysing and resolving hardware and software problems across the enterprise, engaging external technicians as appropriate.
• Essential duties to include, but are not limited to : Receives phone requests, logs and manages calls, utilizing correct procedures.
• Receives referrals from Help Desk Technicians that cannot be resolved at that level.
• Analyzes requests for root causes and resolves problems.
• Suggests process improvements.
• Provides guidance to less experienced technicians.
• Takes call on a rotating basis for monitoring system outages.
• Handles specialized functions such as Security Administration, moves / adds / changes and provides project support.
• Requires an AA / AS degree in Information Technology, Computer Science or related field of study and a minimum of 2 years desktop support experience such as hardware / software tools and techniques, networking / telecommunications, applications, configuration management, information technology processes, security processes, escalation procedures and / or request management; or any combination of education and experience, which would provide an equivalent background.
• Minimum of 3 years customer service experience strongly preferred.

Primary Skills