IT Help Desk Analyst

• Demonstrate strong customer service skills to provide phone support including:

o Listening to the customer to gain an accurate understanding of the situation o Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue o Producing accurate, detailed documentation at the client, problem and incident level o Resolving conflict

• Responsible for high quality end-user technical support, related to enterprise software and hardware
• An understanding of technology and the ability to apply that knowledge to support all existing systems
• Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person
• Provides investigation, diagnosis, resolution and recovery for hardware/software problems
• Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software

• Excellent sustomer service skills required
• Excellent communication skills required
• Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment
• Preferred work experience in technical support role but not required
• Willing to work variable shifts including evenings, weekends and public holidays

* Responsible for high quality end-user technical support, related to enterprise software and hardware. An understanding of technology and the ability to apply that knowledge to support all existing systems Provides investigation, diagnosis, resolution and recovery for hardware/software problems Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment