Help Desk Ticket Analyst

We are offering an exciting opportunity for a Help Desk Ticket Analyst in West Conshohocken, Pennsylvania. As a Help Desk Ticket Analyst, you will play an instrumental role in maintaining the smooth operation of our help desk, managing ticketing system, and collaborating with various departments to resolve technical issues and implement solutions.

Responsibilities:

• Efficient coordination with first and third level support teams to ensure communication and compliance with Service Level Agreements (SLAs)
• Management of help desk tickets, prioritizing them for timely resolution and ensuring customer satisfaction
• Identification of recurring trends and escalating these back to product owners to address the root cause rather than the symptom
• Collaboration with various departments such as IT, Finance, Procurement, Marketing, etc., to ensure timely resolution of issues and appropriate ticket updates
• Development and maintenance of efficient troubleshooting procedures and documentation for the help desk
• Monitoring and analysis of help desk performance metrics like response time and ticket resolution rate
• Regular interaction with business teams providing second level support to review performance, meet SLAs, and enhance end user satisfaction
• Identification of training needs and provision of ongoing coaching for employees handling second level support
• Ensuring compliance with company policies and procedures. • Proficient in Android Development, with a comprehensive understanding of its applications and limitations.
• Familiarity with Cisco Technologies, including a thorough understanding of its functionality.
• Experience with Citrix Technologies, including the ability to troubleshoot and resolve issues.
• Ability to work with Mac Computers, including troubleshooting and maintenance.
• Proficient in Microsoft software and technologies, with the capability to use them effectively in a detail-oriented environment.
• Knowledge of Active Directory, including the ability to manage and maintain it.
• Experience with Apple Devices, including troubleshooting and maintenance.
• Familiarity with Computer Hardware, including the ability to diagnose and repair problems.
• Proficient in Configuration Management, with the ability to effectively manage and control system components.
• Experience with Deployments, including the ability to plan, manage and execute them effectively.