HelpDesk Analyst

Position Description :

Job Responsibilities

Your main responsibilities as Consultant – Helpdesk Analyst are, but not limited to, the following :

• . First Point of contact : Serve as the first point of contact for users seeking assistance over the phone, email, chat, portal, or other case tracking system.
• . Issue Triage and Diagnosis : Receive, prioritize, and log incoming service requests and incidents. Gather relevant information from end-users to understand the nature of the problem and perform initial troubleshooting to diagnose issues.
• . Problem Resolution : Resolve technical issues promptly and efficiently, either by providing step-by-step instructions, troubleshooting guidance, or escalating more complex problems to higher-level support teams or technical specialists.
• . Ticket Management : Create, update, and manage service tickets or incident records in the IT service management (ITSM) system, ensuring accurate documentation of all interactions, resolutions, and follow-up actions taken.
• . User Training and Education : Assist end-users in utilizing IT systems, software applications, and hardware devices effectively by providing training, guidance, and self-help resources to enhance their technical proficiency and productivity.
• . Remote Support : Provide remote assistance to end-users by remotely accessing their devices or systems to troubleshoot issues, install software updates, or perform configurations as needed.
• . Hardware and Software Support : Install, configure, and troubleshoot hardware components (e.g., computers, printers, peripherals) and software applications if permitted. (e.g., operating systems, productivity suites, business applications) to ensure optimal functionality and performance.
• . User Account Management : Manage user accounts, permissions, and access rights in IT systems, including account creation, modification, reset password requests, and account deactivation in compliance with security policies and procedures.
• . Incident Escalation : Escalate unresolved or complex issues to higher-level support teams, technical specialists, or management according to defined escalation procedures to ensure timely resolution and minimize downtime.
• . Documentation and Knowledge Management : Document common issues, resolutions, troubleshooting steps, and best practices in knowledge base articles or FAQs to facilitate self-service support and assist other support personnel in resolving similar issues efficiently.
• . Customer Service Excellence : Provide courteous, professional, and responsive customer service to end-users, demonstrating empathy, active listening, and effective communication skills to ensure a positive service experience and client satisfaction.

These are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal duties from time to time, as necessary.

Other responsibilities include :

. To work in partnership with local management, colleagues, and clients at all levels to ensure requests are resolved to the satisfaction of the customer.

. Follow agreed escalation procedures.

. To come in on time and on scheduled shift and breaks assigned by people manager.

. Assists other co-members in processing non-complex incidents or service requests as necessary assigned by the Service desk management team or Service Desk Manager

. Advise people manager of planned / unplanned leaves as below or depending on the engagement's policies. : Vacation leave – at least 2 weeks in advance of planned leave date. Sick leave - at least four hours prior to the start of the shift. A member, when using sick leave, must notify his team lead (or next higher-ranked manager) via a via mobile phone call within the prescribed lead time.

. Maintain quality standards in accordance with agreed metrics.

. Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.

. To submit necessary service delivery reports.

. Ensure feedback is given to people manager if potential issues are detected.

. Ensure feedback is given to the people manager if process improvement measures can be implemented.

. Ensure attendance at planned meetings.

Skills :

PowerShell

Script Language

System Administration