Help Desk Analyst Jobs description

A help desk analyst trains and assists help desk personnel in resolving issues reported by customers through phone, e-mail, ticketing system, or by any other mode. A help desk analyst keeps records of problems and their solutions in detail so as to provide updates to the clients whenever required. A help desk analyst monitors the document status of complaints or requests until they are resolved, researches on various issues and provides appropriate response to end users, and assists users through simple problem solving procedures. Monitoring voice mail, e-mail, messages, and related information for supporting inquires is also required.

A help desk analyst should have an associate degree in information technology or other related field. A help desk analyst should have experience with common office computer programs such as MS/Office, MS/Windows, MS/e-mail, MS software applications, and e-mail applications. Ability to coordinate variety of activities and manage multiple priorities in a busy office environment is also required. A help desk analyst must have well-developed interpersonal, organizational, and problem solving skills so as to be able to provide a high level of customer service.

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