Help Desk Analyst I

We are inviting applications for the role of a Help Desk Analyst, based in Norwich, Connecticut. As a Help Desk Analyst I, you will be the initial touchpoint for customers requiring technical support via phone or email. This role offers a contract to hire employment opportunity, where you will be tasked with various responsibilities, ranging from troubleshooting technical issues to suggesting possible improvements on procedures.

Responsibilities:

• Act as the primary contact for customers seeking technical assistance over phone or email, ensuring efficient and effective customer service.
• Conduct remote troubleshooting using diagnostic techniques and pertinent questions to identify and address customer issues.
• Determine the most suitable solution based on the issue and details provided by customers, ensuring their satisfaction and understanding of the solution.
• Guide the customer through the problem-solving process, ensuring they are fully informed at each step of the process.
• Escalate unresolved issues to the appropriate level of support personnel, ensuring a seamless transition for the customer.
• Provide accurate information on IT products or services to customers, ensuring they have the necessary knowledge to use these effectively.
• Record all customer interactions, including events, problems, and their resolution in logs, ensuring accurate documentation for future reference.
• Regularly update customer status and information, ensuring all records are up-to-date and accurate.
• Collect feedback or suggestions from customers and relay these to the appropriate internal team, ensuring continuous improvement in our services.
• Identify potential improvements in procedures and suggest these to the relevant teams, contributing to the overall efficiency and effectiveness of our operations.
• Possess a Bachelor's degree in Computer Science, Information Technology, or a related field
• Have experience with Active Directory and other Microsoft technologies
• Proficient in troubleshooting hardware, software, and network issues
• Excellent problem-solving skills and ability to think critically
• Strong communication skills with the ability to explain technical issues in simple terms
• Ability to manage multiple tasks and priorities effectively
• Knowledge of ITIL processes and experience in a service desk environment would be advantageous
• Must be able to work in a team-oriented environment
• Availability to work in shifts and provide on-call support if required
• Experience with service desk tools and ticketing systems would be beneficial
• Must have strong customer service skills and a positive attitude
• Ability to maintain confidentiality and adhere to data protection regulations.