It Help Desk Analyst

 Responsibilities :

• Provide friendly, courteous, and quality support to all users.
• Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems.
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems.
• Document customer requests in the appropriate issue tracking system.
• Route tickets accurately to client level support when needed.
• Stay current on and adhere to established policies, procedures and documentation.
• Be a subject matter expert in the full suite of supported client system and processes.

Key Skills:

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