Helpdesk Analyst

· Receive incoming calls from Client Community and provide first level support while following policies and procedures.

· 1- 3 years in a service desk environment.

· Research, resolve, and respond to questions received via telephone calls, emails, and call-backs in a timely manner, in accordance with standards.

· Document each call verifying customer information and including all troubleshooting steps.

· Escalate problems to appropriate individual/group based on established guidelines and procedures, Troubleshoot, analyse and resolve customer concerns.

· Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.

· Routinely contribute to the Knowledge Base.

· Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.

· Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.

· Attend training sessions as required, Participate in team projects that enhance the quality or efficiency of Service Desk delivery.

· Assist in special product-related issues as needed developing business and technical writing skills, Perform other duties, as assigned.

Job Type: Full-time

Schedule:

• 8 hour shift
• Day shift
• Night shift

Work Remotely:

• No