Help Desk Analyst HDA2 A4 SC3
Posted Today by EVEREST CONSULTING GROUP, INC
Negotiable
Undetermined
Remote
Remote
Summary: The Help Desk Analyst is tasked with delivering technical support to users, addressing issues, and escalating complex problems to senior staff. This role requires prompt responses to help desk inquiries and effective incident management using ServiceNow. The analyst must demonstrate strong communication skills and collaborate with colleagues to resolve technical challenges. Overall, the position emphasizes user support and adherence to quality standards in a remote work environment.
Key Responsibilities:
- Receive telephone calls and emails from users experiencing technical issues with business applications
- Identify the nature of the problem and determine whether it is a hardware or application issue
- Log all issues in the tracking system and escalate them following defined procedures
- Assist users in troubleshooting and resolving technical problems
- Research solutions using technical databases and collaborate with colleagues to find resolutions
- Provide accurate and timely answers to user inquiries and administrative questions
- Communicate status updates effectively and manage time spent on work activities
- Adhere to quality standards and work collaboratively in a team environment
- Complete assigned tasks and contribute to the coordination of system changes and upgrades
- Demonstrate strong written and verbal communication skills
Key Skills:
- Promptly respond to help desk emails
- Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource
- Ability to troubleshoot and resolve technical problems efficiently
- Strong communication skills
- Experience working in a call center environment
- Knowledge of business applications and software products
- Experience with technical databases and diagnostic tools
- Understanding of computer hardware and networking concepts
- Ability to work collaboratively in a team setting
Salary (Rate): undetermined
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Help Desk Analyst HDA2 A4 SC3
Introduction:
The Help Desk Analyst is responsible for providing technical support to users, troubleshooting issues, and escalating complex problems to senior staff members. This role involves responding to help desk emails promptly and assigning incidents to the appropriate technical resource using ServiceNow.
Responsibilities:
- Receive telephone calls and emails from users experiencing technical issues with business applications
- Identify the nature of the problem and determine whether it is a hardware or application issue
- Log all issues in the tracking system and escalate them following defined procedures
- Assist users in troubleshooting and resolving technical problems
- Research solutions using technical databases and collaborate with colleagues to find resolutions
- Provide accurate and timely answers to user inquiries and administrative questions
- Communicate status updates effectively and manage time spent on work activities
- Adhere to quality standards and work collaboratively in a team environment
- Complete assigned tasks and contribute to the coordination of system changes and upgrades
- Demonstrate strong written and verbal communication skills
Requirements:
Required Skills:
- Promptly respond to help desk emails
- Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource
- Ability to troubleshoot and resolve technical problems efficiently
- Strong communication skills
- Experience working in a call center environment
Preferred Skills:
- Knowledge of business applications and software products
- Experience with technical databases and diagnostic tools
- Understanding of computer hardware and networking concepts
- Ability to work collaboratively in a team setting