Help Desk Support

Role Description:

The Help Desk Analyst is primarily responsible for providing coverage and support for the customer service desk (including calls, emails, and voicemails).

Key Responsibilities:

• Provides daily helpdesk phone, email, voicemail, and chat support to meet or exceed relevant contractual obligations and Service Level Expectations.

• Assists with monitoring helpdesk-related ticket Service Level Expectations.

• Assists with creating and maintaining process documentation and communication templates related to helpdesk activities.

• Identify issue trends and work with the supervisor to identify and propose process improvements to mitigate or resolve them.

• Escalates helpdesk tickets as necessary and follows through on each issue to resolve them according to Service Level Expectation timelines.

• Adheres to helpdesk procedures, including but not limited to quality assurance standards and processes.

• Possess keen awareness of relevant contractual requirements, deliverables, and Service Level Expectations.

• As project needs and priorities shift, the above responsibilities may be adjusted or expanded to meet service and contractual compliance needs.

Skills:

• strong written and verbal communication skills.

• strong organizational skills with an emphasis on attention to detail and problem-solving.

• Critical thinking skills demonstrated by the ability to gather information, interpret, and draw accurate conclusions about causes and solutions.

• Proficient in Microsoft Word, Excel, Outlook, and Excel.

Minimum Requirements:

• Minimum 2 years of working in a collaborative team environment.

• Minimum 2 years of experience with Microsoft Office products (especially Word, Excel, and PowerPoint).

• Minimum 1 year interacting with customers (ideally in a call center environment).

Key Responsibilities:

• Provides daily helpdesk phone, email, voicemail, and chat support to meet or exceed relevant contractual obligations and Service Level Expectations.

• Assists with monitoring helpdesk-related ticket Service Level Expectations.

• Assists with creating and maintaining process documentation and communication templates related to helpdesk activities.

• Identify issue trends and work with the supervisor to identify and propose process improvements to mitigate or resolve them.

• Escalates helpdesk tickets as necessary and follows through on each issue to resolve them according to Service Level Expectation timelines.

• Adheres to helpdesk procedures, including but not limited to quality assurance standards and processes.

• Possess keen awareness of relevant contractual requirements, deliverables, and Service Level Expectations.

• As project needs and priorities shift, the above responsibilities may be adjusted or expanded to meet service and contractual compliance needs.

Skills:

• strong written and verbal communication skills.

• strong organizational skills with an emphasis on attention to detail and problem-solving.

• Critical thinking skills demonstrated by the ability to gather information, interpret, and draw accurate conclusions about causes and solutions.

• Proficient in Microsoft Word, Excel, Outlook, and Excel.

Minimum Requirements:

• Minimum 2 years of working in a collaborative team environment.

• Minimum 2 years of experience with Microsoft Office products (especially Word, Excel, and PowerPoint).

• Minimum 1 year interacting with customers (ideally in a call center environment).

• Experience level: Entry Level
• Minimum 2 years of experience
• Education: Bachelors