Job Description
Job Description
We are looking for a Help Desk Analyst to join our team in Greenville, South Carolina, for a contract position. This role requires a skilled individual who can provide technical assistance, resolve complex issues, and guide users through troubleshooting processes. The ideal candidate will possess strong analytical abilities, effective communication skills, and a commitment to delivering excellent customer service.
Responsibilities:
• Respond to incoming calls by diagnosing and resolving basic technical issues, such as password resets, printer setup, and networking queries.
• Offer guidance and training to users on new or updated technologies to enhance their proficiency.
• Research and implement solutions using internal and external knowledge bases.
• Escalate unresolved technical problems to higher-level support teams, including specialists and managers.
• Document all troubleshooting steps, decisions, and actions taken to ensure consistent resolution processes.
• Monitor and meet established service level requirements to maintain client satisfaction.
• Collaborate with team members to refine help desk procedures and improve overall efficiency.
• Maintain an organized record of service desk tickets and track trends for proactive issue resolution.
• Ensure a thorough and customer-focused approach in all interactions with users.
• Adapt to shifting priorities and tasks in a fast-paced environment.
• Proven experience in technical support or help desk roles, with a solid understanding of processes and procedures.
• Strong technical aptitude with the ability to analyze and solve complex problems.
• Proficiency in using Microsoft Windows and ticketing systems to manage and resolve issues.
• Excellent verbal and written communication skills to effectively convey solutions and influence positive change.
• Demonstrated ability to provide exceptional customer service and build strong relationships.
• Skilled in basic troubleshooting, including POS systems and telephone support.
• Strong organizational abilities with attention to detail and the capacity to manage multiple tasks.
• Self-motivated and capable of prioritizing workloads independently.