Helpdesk Analyst

Job Title: Helpdesk Analyst-L1

Location: Remote (MUST BE EST )

Duration: 6+ Months

Job Type: Contract

Work Type: Remote

Job Description:

• The primary responsibility of the Helpdesk Analyst- L1 will entail analyzing and performing initial troubleshooting on issues reported by end users.

Key Deliverables:

• Serve as the first point of contact for all IT-related inquiries and issues, providing exceptional customer service.
• Conduct Tier 1 troubleshooting and diagnostics on commonly used applications, hardware, operating systems, network connectivity, and other equipment.
• Respond to user interactions via phone, collaboration tools, email or ticketing system while ensuring timely resolution.
• Maintain accurate records of support requests by documenting detailed descriptions of reported issues, resolutions provided, and troubleshooting steps taken.
• Operate within the established Information Technology Infrastructure Library (ITIL) service support and service delivery framework to ensure alignment with best practices.
• Escalate complex technical issues to Tier 2 support or relevant IT (Information Technology) teams for further investigation and resolution while closely monitoring these escalations through to completion.
• Collaborate with team members on continuous improvement initiatives that enhance overall efficiency in resolving user-reported issues.
• Keep up-to-date knowledge of industry trends related to technology advancements by participating in training sessions or self-learning activities. Required Competencies
• Effective communication skills (both written and verbal) with an emphasis on clarity when explaining technical concepts to non-experts
• Strong customer service and interpersonal skill
• Outstanding problem-solving abilities coupled with strong analytical thinking skills
• Attention to detail when documenting information accurately
• Familiarity with common business applications such as Microsoft Office Suite (Word, Excel), email clients (Outlook), collaboration tools (Microsoft Teams/Webex)
• Knowledge of Windows/Mac operating systems
• Basic understanding of networking concepts such as IP addressing/subnetting/DNS/DHCP

Years of Experience

• 1+ years of relevant work experience preferably in a helpdesk or technical support role

Educational Qualification

• Bachelor's degree Relevant certifications such as ITIL, CHDA, Comp TIA A+, Network+, Security+ are advantageous

TekWissen® Group is an equal opportunity employer supporting workforce diversity.

Additional information