Help Desk Analyst I
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Job Description
Provides help desk support resolving technical issues for customers of a major U.S. insurance provider. Acts as technical representative, addressing hardware, software, and connectivity problems.
Responsibilities:
- Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support.
- Acts as representative of technical services to its customers. Initiates, escalates or resolves problem tickets and/ or service requests.
- Troubleshoots and resolves technical problems, escalates to support resources.
- Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
- Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).
- Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
- Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
- Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
- Must be able to provide clear, concise, information through written and verbal communications.
- Provides comprehensive help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support.
- Conducts problem determination for incidents/ problems involving medium to moderately high complexity using documented procedures and available tools.
- Using appropriate tools, escalates and coordinates problems to internal IT partners and external vendors.
- Take part in mentoring process.
- Comprehensive knowledge of all site standard equipment and facilities.
- Advanced knowledge of non-standard but commonly used products including escalation procedures.
- Is able to partner with internal IT operations and external vendors to solve technical problems
Requirements:
- High school diploma or equivalent required. Bachelor’s degree preferred or equivalent relevant business experience or certifications
- 1+ year of helpdesk analyst experience plus related technical knowledge or experience
- Fluent English
- **Other Critical Skills**
- IT Support and Troubleshooting
- **Software / Tool Skills**
- Must:
- Service now – Entry level (1-3 years) or equivalent:
- 1. BMC Helix ITSM (Remedy)
- 2. Cherwell Service Management (Ivanti Neurons for ITSM)
- 3. Freshservice (by Freshworks)
- 4. Jira Service Management (by Atlassian)
- 5. Ivanti Service Manager
- 6. ManageEngine ServiceDesk Plus
- 7. SysAid
- 8. TOPdesk
- 9. SolarWinds Service Desk
- 10. Zendesk for ITSM
- Nice to have:
- · MS Office Suite - Entry Level (1-3 Years)
- · AWS - Entry Level (1-3 Years)
- · IT Hardware - Entry Level (1-3 Years)
- · OneDrive - Entry Level (1-3 Years)
- · Microsoft Edge - Entry Level (1-3 Years)
- · Chrome Browser - Entry Level (1-3 Years)
- · Intune - Entry Level (1-3 Years)
- · IPhone Mobile - Entry Level (1-3 Years)
- · OKTA - Entry Level (1-3 Years)
- · Outlook - Entry Level (1-3 Years)
- · MS Teams - Entry Level (1-3 Years)
- · Azure - Entry Level (1-3 Years)
Benefits:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.
- Career development and training opportunities
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
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