It Help Desk Analyst

Responsibilities:

• Provide friendly, courteous, and quality support to all users.
• Strive to meet or exceed all SLA goals.
• Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing 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:

• In-depth knowledge of hardware and software.
• Up-to-date knowledge of IT and software trends.
• The ability to work well with people from all backgrounds.
• Strong communications skills.
• Excellent organisational skills.