Job Description:

Position: Help Desk / Call Center Analyst

Overview:
The Help Desk / Call Center Analyst provides call centerbased technical support by answering calls and emails, assisting users with logins, password resets, and application navigation, and escalating tickets to Tier 2 support when necessary. This role does not involve wiring, hardware setup, remote access, or equipment handling.

Role Description:

• Receive telephone calls and emails from users experiencing issues or seeking guidance on using business applications.
• Identify whether the problem is hardware-related (e.g., modem, printer, cables, telephone) or application-related, and log details in the tracking system.
• Escalate issues according to defined procedures.
• Assist users through step-by-step problem-solving processes.
• Research issues using technical databases, reference materials, and collaboration with colleagues to identify solutions.
• Make appropriate use of diagnostic aids and reference publications to resolve problems.
• Assist in the coordination of changes, upgrades, and new product implementations to ensure system compatibility and performance.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicate accurate and useful status updates to stakeholders.
• Track and report time spent on all work activities.
• Follow established quality standards and best practices.
• Collaborate effectively in a team environment.
• Complete assigned tasks on schedule.

Required Skills:

• Strong verbal and written communication skills.
• Ability to follow troubleshooting procedures and escalate issues appropriately.
• Basic understanding of computer hardware and business applications.