Help Desk Analyst

Position Description:

* Provides quality support to IT users, employing a high degree of customer service, technical expertise, and timeliness.
* Provides first-level assistance for defined problems; escalates trouble tickets as necessary to higher-level staff.
* Must be effective in interpersonal communication and problem solving.
* Uses a high degree of patience and problem management techniques to solve problems.
* Follows through on resolution with users.
* Consults solution base to optimize problem resolution.
* Adheres to established standards in resolving problems.
* Tracks calls and enters solution data into solution base.
* Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
* Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
* Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with standards.
* Escalate problems to appropriate individual based on established guidelines and procedures. Assist in special product-related issues as needed.

Skills Required:

* Excellent customer service and interpersonal skills; telephone etiquette.
* Excellent organizational skills. Strong oral and written communication skills (technical and non-technical).
* Demonstrated problem-solving skills.
* Broad range of telecommunications, network, and desktop knowledge is highly desirable.

Education Required:

* Bachelors degree in Business or IT