Helpdesk Analyst

The Helpdesk Analyst serves as the first point of contact for employees or colleagues needing IT support. They resolve issues directly when possible or escalate them to more advanced tiers of support. Their work involves managing user requests, logging issues in a ticketing system, ensuring timely updates, and providing consistent communication across various teams. Responsibilities 1. Request Handling & Resolution: o Receive and address IT support requests via email, phone, instant messaging, or in person. o Resolve issues using established solutions or procedures. o Escalate tickets to higher support tiers (2nd or 3rd line) when necessary. 2. Ticket Management: o Maintain and update detailed records of all support requests in the ticketing system. o Assess the urgency and impact of each request, ensuring correct prioritization. 3. Account Management: o Handle user account creation, modification, and deletion in Active Directory. o Provide access to various systems and manage permissions as required. 4. Communication: o Serve as the point of contact for ongoing IT issues, providing updates to colleagues. o Communicate with large groups for widespread IT issues or outages. 5. Support for IT Projects: o Assist other IT staff with special projects and ongoing support tasks. 6. Education & Prevention: o Help educate employees to prevent recurring IT issues. o Follow documented procedures to ensure compliance with regular external audits.

• Customer Support Experience: Prior experience in a customer-facing IT support or service desk role.
• Technical Proficiency:
o Microsoft Windows 11 o Office 365 suite (Word, Excel, OneDrive, Teams, etc.). o Familiarity with logging and managing tickets in an IT service management platform.
• Communication & Soft Skills:
o Clear and effective telephone and written communication. o Strong attention to detail and accuracy when documenting and assessing issues. Educational requirements Job role notes
• Ability to prioritize tasks and manage multiple support requests simultaneously.
• A customer-oriented attitude with the ability to stay calm under pressure.
• Willingness to learn and adapt to new systems and technologies.
This role is critical in ensuring that IT support runs smoothly within an organization, acting as a bridge between end-users and more specialized IT support resources. If you're looking to develop or apply for such a position, having a solid grasp of both technical skills and strong customer service abilities will be key.