Help Desk Analyst

FUNCTION:

Respond to emails and answer calls to resolve software or hardware problems. Identify a solution and provide guidance for problem resolution. Organize the tasks and projects of the IT department and provide ongoing feedback to all stakeholders.

RESPONSIBILITIES:

• Accept responsibility for your Safety and the Safety of others by using Safety awareness to eliminate unsafe acts and correct unsafe conditions.
• Participate in Lean events and initiatives to support a culture of continuous improvement.
• Answer, evaluate and prioritize incoming telephone, voicemail, e-mail and in-person requests for assistance on problems with hardware, software, networking and other information system-related technologies.
• Handle problem recognition, research, isolation, resolution, and trouble follow-up for routine user problems.
• Log and track calls using problem management database, and maintain history records and related problem documentation.
• Communicate with stakeholders about status of all work in progress.
• Work with team members to identify issue trends and suggest long-term strategies to help incoming issues.
• Troubleshoot, resolve, integrate, test and maintain operating system environments such as, but not limited to: Windows, MS Office, Client Access, and others.
• Train users on software and hardware onsite.
• Install or assist service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers and disk drives on user’s premises.
• Deliver a high level of customer service and ensure compliance to the set quality standards.
• Provide various levels of technical support.
• Responsible for any other special projects as assigned.

EDUCATION/EXPERIENCE REQUIRED:

• Bachelor’s degree in Information Systems, computer science, or any other related field
• 1 year of related experience
• 2 years of customer service experience
• Proficiency in Microsoft Office
• Excellent written and verbal skills
• Excellent organizational skills