Help Desk Analyst: Level 2

Information Technology Help Desk Analyst

First point of contact for users who call our IT Service Desk.

• Answer incoming calls, self‑service requests, emails, and chats.
• Track all information in the ticketing system.
• Participate in the knowledge management process to resolve tier 1 incidents and requests in a timely fashion and create new knowledge.
• Escalate unresolved problems/issues/requests to the proper resolver group.
• Troubleshoot basic end‑user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with Service Desk policies and processes.
• Become familiar with the systems, network, core applications and each team in the IT Department.
• Other duties as assigned by the Service Desk Manager.

• 2+ years of experience in IT, including 1+ year in technical support/helpdesk.
• General knowledge of operating systems and application software to provide high level support.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize Microsoft Office applications for support, reporting, and documentation.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone; excellent phone skills and professional demeanor.
• Excellent problem‑solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Seniority Level: Mid‑Senior level

Employment Type:

Contract

Job Function:
Administrative and Customer Service

Industry: Book and Periodical Publishing

Regards
Vinay S