Senior Analyst – Help Desk Support

Senior Analyst – Help Desk Support

Requirements

• 3-5 years prior relevant work experience
• Working knowledge of problem solving and decision making skills
• Bachelor’s degree/specialized training/relevant professional qualification

Responsibilities

• Applies in-depth knowledge to provide technical support to end-users, diagnosing and resolving technical issues through various channels while delivering customer service.
• Owns submitted tickets through issue resolution whether completed by ACE team or through monitoring the transfer to other teams for completion.
• Administers technical assistance to end users, facilitating troubleshooting initiatives and resolving desktop-related issues promptly and accurately.
• Works collaboratively with IT teams internally to escalate and resolve complex technical problems for swift resolution.
• Examines and manages ticketing systems to prioritize and address service requests.
• Implements and enforces security policies to protect desktop systems and information in accordance with company standards and protocols.
• Applies in-depth knowledge to optimize desktop support processes as needed by end users for efficiency and effectiveness, providing summarization results reports to management for review.
• Identifies opportunities to improve desktop support processes and provide a better user experience.
• Conducts routine training sessions and uses documentation to help users navigate and effectively complete common desktop tasks.
• Overall coordination for technical incident reports that would go through a help desk including – citrix, vpn, VIP token, Zscaler, Jabber, Voicemail, bluetooth, Verint, Finesse, Outlook, Medcompass, Windows11, CEC, HRP, Rumba locking, Incedo login issues, Windows 11, Workday, Intradium, Docking Station, Onboarding, etc.
• Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems.
• Collaborates with ISPs (Internet Service Providers) for issues that have not been able to be resolved with the staff and their ISP.
• Collaborates with telephony for issues with headsets and phone systems.
• Applies in-depth knowledge of telecommunication principles to diagnose and resolve telecommunication-related issues, collaborating with cross-functional teams and vendors as needed.
• Supports the rollout of new telephony systems, upgrades, or integrations.

Preferred Qualifications

• Proficient in a ticketing system
• Proficient in MS Office
• Well-rounded view of home office set-up with ISP, telephony, hardware and software tools
• Effective verbal and written communication with multiple levels of staff in a clear and concise manner