Help Desk Analyst

Job Description

Looking for a Help Desk Analyst with a knack for IT troubleshooting and a strong customer service approach. You will be the first line of support for technical inquiries, remote problem resolution, and maintaining system efficiency. A passion for helping others and an eye for detail are essential for this role.

Responsibilities

• Provide first-level support for software, hardware, and network issues.
• Troubleshoot and resolve incidents reported by clients.
• Document issues and resolutions in the ticketing system.
• Assist users with software applications and operating system support.
• Maintain and update knowledge base articles for user support.
• Coordinate with IT teams for escalated issues.
• Monitor and manage support requests and escalate issues as needed.

Requirements

Education

• Diploma in IT or related field

Experience

• 2+ years of experience in help desk support

Technical Skills

• Windows OS
• Networking
• Microsoft Office Suite

Soft Skills

• Excellent Communication
• Problem-Solving

Languages

• English: Fluent

Advantageous

• ITIL Certification: Knowledge of the IT Infrastructure Library practices is beneficial.
• Experience with ticketing systems: Familiarity with software such as Jira or ServiceNow.

Benefits

• Competitive salary and performance-based bonuses
• Health insurance and retirement benefits
• Ongoing training and professional development opportunities
• A dynamic and supportive work environment

Company Culture

• Team Collaboration: We value teamwork and encourage open communication among staff.
• Continuous Learning: We support professional development and a culture of knowledge sharing.
• Inclusion and Diversity: We are committed to nurturing a diverse and inclusive workplace.