Help Desk Analyst

Helpdesk Support Analyst

Job Overview:

The Help Desk Analyst will assist instore and corporate associates who experience any procedural or operating difficulty with the use of IT applications, products or services. This person represents the first level of support (first impression) to the employee with the expectation to be able to resolve basic issues / troubleshooting and escalate complex or high priority issues to the next level of support for resolution. The goal is to provide timely and effective resolution and escalation for all issues reported. Perform other duties as assigned.

Shift: 2 shifts available

Mon -Fri 7am to 4pm

Wed – Sun 10:30am to 7:30 pm

100% Remote

Essential Functions:

Provide first level assistance and support for incoming calls and issues for all IT products and services.

Document all required and pertinent information utilizing the helpdesk ticket tracking software, utilizing excellent customer service skills.

Walk the customer through the problem-solving process, utilizing available tools to troubleshoot, diagnose, and resolve issues to the end user's satisfaction.

Identify and escalate situations requiring urgent attention, track, route, and redirect issues to correct support resources to ensure timely resolution of issues reported.

Monitor incoming tickets and process in priority order.

Consistently demonstrates regular, dependable attendance & punctuality. Decision Making:

Must be able to multi-task, work in a fast paces environment, and manage stressful situations. Qualifications:

1 to 3 years of relevant help desk experience using Cisco Finesse, Microsoft Office Suite, Active Directory, ServiceNow.

Experience performing Help Desk first level support for a wide range of issues and customers as well as troubleshooting and resolving issues for remote users.

Experience with Microsoft office products and Windows is required.

Solid problem solving and troubleshooting skills

Continually grow knowledge of help desk procedures, company applications, and respective IT infrastructure. #INDCEN