Help Desk Analyst

 Responsibilties:

• Provide professional and friendly support to users via telephone, email and through other channels as necessary across a broad array of technologies implemented at the firm.
• Understand and execute standard operating procedures and approval/escalation policies put in place.
• Offer problem recognition, research, isolation, resolution and follow up steps for all reported issues.
• Record clear and detailed written information about support work in Service Now.
• Make effective use of available tools and resources to provide quality support and enable the firm’s delivery of services to its clients.

Key Skills:

• Technical and system expertise.
• Computer skills.
• Problem-solving and troubleshooting abilities.
• Communication.
• Time management.
• Teamwork and collaboration.