Helpdesk Analyst

Role Description and Responsibilities

The organization is looking for a competent Helpdesk Technician to provide fast and useful technical assistance to a diverse client portfolio, answering queries on basic technical issues and offering advice to solve them. The successful candidate must have an understanding of multiple solutions such as Unified Communications, Network, Telephony, and Cloud, with the ability to communicate effectively to understand the problem, troubleshoot, and articulate updates clearly to the business and the client through to resolution.

Responsibilities include:

• Required to assist customers with routine IT issues — more complicated matters are escalated

• Serve as the first point of contact for customers seeking assistance over the phone or email

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Provide accurate information on products or services

• Record events and problems and their resolution in logs

• Follow up and update customer status and information

• Pass on any feedback or suggestions from customers to the appropriate internal team

• Identify and suggest possible improvements on procedures

Key Requirements

• Experience as a helpdesk technician or in another equivalent customer support role

• Knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications, and Cloud

• Ability to diagnose and resolve basic technical issues

• Proficiency in English

• Excellent communication skills, written and verbal

• Customer-oriented, able to work autonomously and under pressure

About You

• Client-focused with a commitment to excellent customer service

• Ability to work autonomously and as part of a team environment with strong communication and collaboration skills

• A strong sense of ownership, the ability to communicate effectively with clients and internal staff across all aspects of the business

• Excellent time management skills, attention to detail and process oriented