IT Help Desk Support Analyst

About the Opportunity

This is a fantastic opportunity to gain experience in a fast-paced, global environment and develop your technical knowledge. You'll be the first point of contact for users with technical issues, providing exceptional support and ensuring a smooth workflow.

Responsibilities

• Act as the primary point of contact for users seeking technical assistance via phone, email, or online portal.
• Troubleshoot and resolve a wide range of technical problems to minimize escalation to higher levels.
• Maintain a strong understanding of various IT areas to effectively diagnose and address user issues.
• Log, track, and manage incidents according to established procedures, ensuring timely resolution.
• Communicate clearly and professionally with users, management, and other teams.
• Escalate unresolved issues to the appropriate team for further investigation.
• Maintain a positive and helpful demeanor when interacting with all users.
• Adhere to established processes to ensure consistent and high-quality service delivery.
• Collaborate effectively with colleagues to deliver exceptional technical support.
• Complete assigned tasks on time and meet agreed-upon deadlines.
• Stay up-to-date on information security policies and procedures.

Qualifications

• Minimum 3 years of experience in a Service Desk role, providing technical support via phone and ticketing system.
• Experience with a variety of operating systems (e.g., Windows 10, Apple iOS).
• Proficiency in a leading productivity suite (e.g., Microsoft Office 365).
• Familiarity with remote support tools and Active Directory a plus.
• Ability to work effectively under pressure and prioritize tasks efficiently.
• Excellent communication and interpersonal skills, with a focus on active listening and problem-solving.
• Flexible and customer-focused approach to service delivery.
• Strong teamwork skills and willingness to share knowledge with colleagues.
• Ability to work independently and take initiative.

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