Help Desk Analyst

Detailed JD: Help Desk Analyst I (US)

• Responsible for analysing and resolving hardware and software problems across the enterprise, engaging external technicians as appropriate.

• Essential duties to include, but are not limited to: Receives phone requests, logs and manages calls, utilizing correct procedures.

• Receives referrals from Help Desk Technicians that cannot be resolved at that level.

• Analyzes requests for root causes and resolves problems.

• Suggests process improvements.

• Provides guidance to less experienced technicians.

• Takes call on a rotating basis for monitoring system outages.

• Handles specialized functions such as Security Administration, moves/adds/changes and provides project support.

• Requires an AA/AS degree in Information Technology, Computer Science or related field of study and a minimum of 2 years desktop support experience such as hardware/software tools and techniques, networking/telecommunications, applications, configuration management, information technology processes, security processes, escalation procedures and/or request management; or any combination of education and experience, which would provide an equivalent background.

• Minimum of 3 years customer service experience strongly preferred.

Primary Skills

• Service Desk Experience

• Basic Identity & Access Management skiil

• experience with personal computers

• computer networking

• telecommunications or configuration management

• application support and troubleshooting experience