What are the responsibilities and job description for the Help Desk Analyst III position at Robert Half?
This position will perform all roles of a Help Desk Support technician to create a ticket, providing immediate assistance for issues over the phone when possible or escalating to appropriate teams when needed. Most of the calls are from public users requiring password resets, helping to get access to systems or setting an account. The ideal candidate will have excellent customer service and communications skills.
Business Objective: Timely handle requests for assistance via phone, email, employee self-service, the portal, or walk-in. Create and resolve service request tickets for issues the service desk can resolve. For issues that cannot be solved at the service desk, create a service request ticket, and assign to the appropriate higher-level team.
Responsibilities:
• Handle tricky situations with clients and turn them into a win for the service desk team- Initiate trouble tickets from a service desk system
• Answer how-to questions and resolve issues related to system access and password creation/reset
• Maintain a positive outlook, be professional, and provide excellent customer service
Required Skill Sets:
• Ability to talk with staff and citizens who have limited IT knowledge about their issues
• Knowledge of remote VPN process and troubleshooting
• Ability to work with and understand all Microsoft Office applications to assist callers.
• Knowledge of Microsoft Windows 10 & Office 2010/2013/2016/365
• Must have the knowledge and ability to solve basic IT problems
• Ability and tolerance to work from home and stay focused on assigned tasks
• Understand and comply with State of Iowa security requirements
• Ability to enter tickets into a service desk call center application
Requirements
Provide Technical Support, Provide Technical Support, Technical Support, Technical Solution, Remote Access, Remote Support, Remote Users, Windows Remote Desktop, Cisco VPN, MS Windows 10, MS Office 365, Support Tickets, Service Desk Tickets, Ticketing System, Trouble Tickets
Business Objective: Timely handle requests for assistance via phone, email, employee self-service, the portal, or walk-in. Create and resolve service request tickets for issues the service desk can resolve. For issues that cannot be solved at the service desk, create a service request ticket, and assign to the appropriate higher-level team.
Responsibilities:
• Handle tricky situations with clients and turn them into a win for the service desk team- Initiate trouble tickets from a service desk system
• Answer how-to questions and resolve issues related to system access and password creation/reset
• Maintain a positive outlook, be professional, and provide excellent customer service
Required Skill Sets:
• Ability to talk with staff and citizens who have limited IT knowledge about their issues
• Knowledge of remote VPN process and troubleshooting
• Ability to work with and understand all Microsoft Office applications to assist callers.
• Knowledge of Microsoft Windows 10 & Office 2010/2013/2016/365
• Must have the knowledge and ability to solve basic IT problems
• Ability and tolerance to work from home and stay focused on assigned tasks
• Understand and comply with State of Iowa security requirements
• Ability to enter tickets into a service desk call center application
Requirements
Provide Technical Support, Provide Technical Support, Technical Support, Technical Solution, Remote Access, Remote Support, Remote Users, Windows Remote Desktop, Cisco VPN, MS Windows 10, MS Office 365, Support Tickets, Service Desk Tickets, Ticketing System, Trouble Tickets
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