Helpdesk Analyst

We are seeking a dedicated and customer-focused Helpdesk Analyst to join our team. The successful candidate will provide technical support and assistance to end-users, ensuring their issues are resolved efficiently. This role requires strong problem-solving skills, excellent communication abilities, and a genuine passion for helping others., 1. Customer Support: + Provide first-level support to end-users via phone, email, and chat. + Address and resolve issues related to software, hardware, and network connectivity. + Ensure a high level of customer satisfaction by delivering timely and effective solutions. 1. OneLogin Administration: + Manage and support OneLogin for user authentication and single sign-on (SSO) purposes. + Assist with user provisioning and de-provisioning. 1. Zendesk Management: + Utilize Zendesk to track, prioritize, and manage support tickets. + Ensure all tickets are properly documented and resolved within the Service Level Agreement (SLA). 1. System Configuration and Support: + Provide support for iOS devices and Mac OS X systems. + Perform diagnostics and troubleshooting for hardware and software issues on Apple devices. + Assist with the installation, configuration, and maintenance of applications. 1. Helping Others: + Assist users with technical issues and provide guidance on how to use various systems and applications. + Conduct training sessions for end-users to improve their technical skills and knowledge. 1. Documentation and Reporting: + Maintain accurate and detailed records of support requests and resolutions. + Generate reports on helpdesk activities and identify areas for improvement.

• Proficiency with OneLogin administration.
• Experience using Zendesk for ticket management.
• Strong understanding of iOS devices and Mac OS X systems.
• Familiarity with common software applications and network connectivity.
Customer Focus:
• Excellent customer service skills with a focus on delivering positive user experiences.
• Strong interpersonal skills and the ability to empathize with users' needs and concerns.
Analytical Skills:
• Ability to diagnose and resolve technical issues effectively.
• Strong attention to detail and problem-solving abilities.
Communication Skills:
• Excellent written and verbal communication skills.
• Ability to explain technical concepts to non-technical users.
Organizational Skills:
• Strong time management and organizational abilities.
• Ability to manage multiple tasks and prioritize effectively.
Preferred Qualifications:
• Relevant certifications (eg, Apple Certified Support Professional, ITIL, CompTIA A+).
• Previous experience in a helpdesk or technical support role.
Working Conditions:
• Ability to work in a fast-paced environment and handle multiple support requests.
• Willingness to work flexible hours, including weekends and evenings if necessary