About the job Help Desk Analyst
Overview
Our Client seeks a motivated, customer-oriented IT Help Desk Analyst to join our dynamic IT support team. The ideal candidate will possess strong problem-solving skills, exceptional communication abilities, and a passion for providing high-quality technical assistance to our internal users. As an IT Help Desk Analyst, you will play a pivotal role in ensuring the smooth operation of our organization's technology infrastructure, contributing to an excellent end-user experience, and helping the team deliver our clients' Commitment. This role will report to the Information Systems Manager.
Responsibilities
Provide first-level technical support to end-users in-person or via phone/e-mail/chat, diagnosing and resolving hardware, software, and network-related issues.
Guide users through troubleshooting steps, providing clear and concise instructions to resolve common technical problems.
Maintain a thorough understanding of the organization's technology environment, including software applications, network infrastructure, and security protocols.
Utilize remote desktop tools to troubleshoot and resolve problems on users' devices.
Document and track user requests, incidents, and resolutions in the help desk ticketing system, ensuring accurate and timely record-keeping.
Collaborate with IT team members to escalate complex issues to appropriate departments or higher-level support teams.
Assist in the setup, configuration, and deployment of desktops, laptops, mobile devices, and peripherals.
Educate users on basic technical tasks, such as software installations, password resets, and account setup.
Monitor and maintain IT equipment inventory, ensuring that hardware and software assets are properly tracked and managed.
Contribute to the creation and maintenance of user-facing documentation, knowledge base articles, and self-help resources.
Identify trends in user-reported issues and proactively propose solutions to improve IT services and reduce recurring problems.
Participate in IT projects, upgrades, and system maintenance as required, providing technical expertise and support.
Role Specific Requirements
Strong technical aptitude and a genuine interest in troubleshooting and problem-solving.
Excellent interpersonal and communication skills, both written and verbal.
Customer-focused approach with a commitment to delivering exceptional user support.
Familiarity with standard operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, Trello, M365 Admin, Zendesk, etc.).
Basic understanding of networking concepts and protocols.
Experience with help desk ticketing systems and remote support tools is a plus.
IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications are advantageous.
The ability to multi-task and prioritize activities.
The ability to learn concepts and software platforms quickly.
Ability to troubleshoot software issues and determine root causes.
Experience & Education
Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
2-4 years experience preferred.