Help Desk Analyst

Job Description

We are looking for a dedicated Help Desk Analyst to provide exceptional technical support and ensure seamless resolution of user inquiries. In this long-term contract position, you will play a vital role in maintaining customer satisfaction through effective troubleshooting and communication. This opportunity is based in Union, New Jersey.

Responsibilities:

• Escalate unresolved technical issues to higher-level support teams when necessary.

• Monitor and redirect problems to appropriate resources for resolution.

• Maintain accurate customer records and generate detailed activity reports.

• Guide users step-by-step through troubleshooting processes to resolve issues effectively.

• Follow up with customers to ensure their issues are fully resolved and gather feedback.

• Deliver excellent customer service and consistently exceed user expectations.

• Accurately document, record, and close all support cases.

• Suggest improvements to procedures to enhance efficiency and user satisfaction.

• Stay updated on help desk protocols, software, services, and best practices.• Proven experience in a help desk or technical support role.

• Proficiency in English, both written and verbal.

• Familiarity with help desk software, databases, and remote control tools.

• Strong communication and client-facing skills.

• Advanced troubleshooting abilities and the capacity to multitask effectively.

• A customer-centric approach with a focus on delivering high-quality support.

• Bachelor's degree in Information Technology, Computer Science, or equivalent practical experience.