Job Description
Job Description
Job Title: Help Desk Analyst
Location: Remote
Summary: The project focuses on sustaining, enhancing, and modernizing the customers' Recruiting Information Support System to support large number of recruiters worldwide. It involves maintaining the legacy Oracle-based system while supporting the development and transition to Salesforce-based CRM. The effort addresses recruiting challenges through modern technology, data analytics, and improved system capabilities. A phased, carefully managed transition ensures uninterrupted recruiting operations while enabling long-term modernization.
Responsibilities:
- Provide Tier 1 technical support to end-users, logging all incidents in the designated ticketing system and ensuring accurate information is captured
- Respond to user inquiries via phone, email, and chat, providing timely and helpful support while adhering to established service level agreements
- Troubleshoot basic technical issues related to the customers platform, escalating complex incidents to Tier 2 support or other technical teams as needed
- Document troubleshooting steps and solutions in the knowledge base to facilitate faster resolution times and improve the self-service capabilities for end-users
Requirements:
- Minimum of 1 year of experience serving as a Help Desk Analyst in a regulated and compliant environment
- Troubleshooting, Customer Service, Ticketing Systems, Customers Platform Knowledge
Preferred Qualifications:
- CompTIA A+ (IAT Level I)