HelpDesk Analyst

Position Description

Job Responsibilities

Your main responsibilities as Consultant – Helpdesk Analyst are, but not limited to, the following:

• First Point of contact: Serve as the first point of contact for users seeking assistance over the phone, email, chat, portal, or other case tracking system.
• Issue Triage and Diagnosis: Receive, prioritize, and log incoming service requests and incidents. Gather relevant information from end-users to understand the nature of the problem and perform initial troubleshooting to diagnose issues.
• Problem Resolution: Resolve technical issues promptly and efficiently, either by providing step-by-step instructions, troubleshooting guidance, or escalating more complex problems to higher-level support teams or technical specialists.
• Ticket Management: Create, update, and manage service tickets or incident records in the IT service management (ITSM) system, ensuring accurate document...