Help Desk Analyst

Profile

Help Desk Analyst
The candidate will be responsible for: Move/Add/Change Requests (including ID Management and Mobile Device Management and Asset Management). Log all Help Desk calls or email requests into ticketing system and track any related support activity. Focus on Help Desk call handling and helping to meet required service levels. Basic application user administration and client diagnostics. Analyze and resolve issues quickly and accurately to support a high First Call Resolution SLA. Escalate unknown fixes to Level 2/Level 3 support teams (including outside vendors/partners). Manage ticket backlog, research and test fixes, and improve overall resolution times. Application/infrastructure diagnostics with support tools like VCenter, SCCM, Active Directory, SolarWinds, etc. Desktop O/S & networking diagnostics IP Addressing, DHCP, DNS. Full user workstation & software control via SCCM. Assist with special project as needed. Must have a strong customer service attitude with willingness to go above and beyond. Promotes a professional image (both in person and on the phone). Should have strong communication skills - keeps colleagues and end-users informed of trends, significant problems, unexpected delays and anything new in the environment. Must have Associates Degree or higher. Should have 1-3 years of related experience.

Company info

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