Help Desk Analyst II

This role also involves maintaining the service desk knowledge base and participating in the development and maintenance of service desk procedures and documentation.

Responsibilities:

• Provide a full range of complex system support services at the centralized service desk
• Research and develop resolutions for the majority of problems presented to the service desk
• Coordinate standard service requests to resolution groups and vendors, ensuring timely and satisfactory completion
• Focus on high impact service requests to resolution groups and vendors, ensuring satisfactory completion
• Assist in the maintenance of the service desk Knowledgebase through the development and maintenance of user, inventory, and Frequently Asked Questions (FAQ) databases
• Participate in the development and maintenance of service desk procedures and documentation
• Collaborate with other Analysts to maintain a distributed support system
• Take responsibility for small and medium changes or problems from initiation to completion
• Research new software and hardware
• Enhance technical expertise by attending training sessions, seminars, workshops, and reviewing published literature
• Prepare periodic reports on service desk activities.
• Proven experience as a Help Desk Analyst II or similar role for at least 3 years
• Proficient in Microsoft Office 365
• Strong understanding of computer systems, mobile devices, and other tech products
• Knowledge of remote desktop applications and help desk software
• Excellent problem-solving and communication skills
• Ability to diagnose and resolve basic technical issues
• Customer-oriented and patient
• A degree in Computer Science, Information Technology, or relevant field is preferred
• Familiarity with ITIL framework would be beneficial
• Availability to work in shifts if required
• Demonstrated ability to manage high-stress situations
• Proven track record of maintaining professionalism and composure in customer-facing roles.