Help Desk Analyst

Role Overview The Help Desk Analyst provides technical assistance and support for incoming queries and issues related to enterprise resource planning (ERP) and human capital management (HCM) platforms. This role responds to user queries via phone and email, diagnoses problems through effective questioning, and guides users step-by-step through the resolution process., * User Support & Troubleshooting: Respond to incoming support requests via phone and email; ask probing questions to diagnose technical issues and walk users through step-by-step solutions.

• Ticket Management: Monitor internal service desk ticketing queues, ensuring timely response times. Reassign or escalate tickets to higher support tiers or management as appropriate.
• Data Integrity & Compliance: Assist with data integrity compliance audits, run reporting scripts to flag data errors, and collaborate with end-users to maintain established data quality standards.
• Process Documentation: Document, update, and communicate internal support processes. Write clear updates and step-by-step resolution guides for broader service desk team members.
• Issue Resolution: Resolve complex technical issues in a timely manner or escalate to next-tier support when required.
• Onboarding Support: Provide technical orientation, system access support, and basic training for new system users.

Knowledge Of:

Customer Service Principles: Strong understanding of high-quality service delivery and client-focused problem-solving techniques.

Technical Support Frameworks: Familiarity with modern ticketing environments and standard IT support hierarchies (Tiers 1, 2, and 3).

Enterprise Software: General familiarity with enterprise resource planning (ERP) software and specialized HR/Talent Management systems.

Data Governance: Solid understanding of data integrity standards, audit compliance, and accurate reporting practices.

Skills In:

Analytical Troubleshooting: Triage, diagnose system-related issues, and isolate root causes of complex technical problems.

Communication & Guidance: Ability to translate technical jargon and walk non-technical users through resolution steps via phone or email.

Technical Writing: Ability to document clear internal processes and construct actionable resolution notes.

Platform Navigation: Skill in monitoring and managing service desk platforms to ensure no support request is overlooked.

Ability To:

Active Listening: Ask targeted questions to identify root issues and adjust communication based on the user’s technical level.

Prioritization & Escalation: Evaluate ticket severity to properly prioritize tasks or escalate to management/higher tiers.

Attention to Detail: Identify subtle data errors in reports to enforce system-wide data standards.

Time Management: Deliver timely resolutions for complex issues while maintaining detailed ticket documentation.

Required Experience

1+ year of experience in a Help Desk, Technical Support, or IT troubleshooting role.

Hands-on experience using an enterprise ticketing management system (e.g., ServiceNow or similar platforms).