[ref. t11238422] Help Desk Analyst - Robert Half
Robert Half New Holland
We are in the process of expanding our team with the addition of a Help Desk Analyst. Situated in New Holland, Pennsylvania, the candidate will be immersed in a dynamic environment where they will serve as a pivotal point of contact for end-users who require technical assistance.
The role involves offering high-quality support through various channels such as phone, email, or a ticketing system.
Responsibilities:- Act as the first point of contact for end-users needing technical assistance
- Resolve basic issues concerning computers, applications, systems, devices, access, and performance
- Utilize the ticketing system for documenting, tracking, and resolving reported problems
- Guide users on preventive measures and best practices to avoid similar issues in the future
- Elevate unresolved issues to the appropriate support teams or levels for further assistance
- Assist in software installations, upgrades, user profile setups, and resetting passwords
- Ensure compliance with service level standards for response times and quality
- Troubleshoot computer hardware, software, and network issues
- Manage user administration, password resets, and technical troubleshooting
- Offer clear and effective guidance to end-users through strong communication skills. • Proficiency in Microsoft Suite, including Word, Excel, PowerPoint, and Outlook
- Demonstrated experience in providing customer support, preferably in a technical setting
- Knowledge and experience in desktop administration, including managing user accounts and troubleshooting
- Ability to provide desktop support, including hardware and software installation, configuration, and troubleshooting
- Strong problem-solving skills and ability to handle multiple tasks simultaneously
- Excellent communication and interpersonal skills for effective customer interaction
- Ability to work independently as well as part of a team
- Willingness to stay updated with the latest technological advancements and trends
- Ability to work under pressure in a fast-paced environment
- Availability to work in shifts, if required, to provide round-the-clock support.
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