Job Description:
The Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Responsibilities include:
- Attend to phone calls and emails from business users as part of Tier 1 support
- Reset user passwords
- Enter all issues in the client ticketing system
- Route policy issues to appropriate offices
- Handle order cancellation tickets
- Handle payment inquiries and refund requests
- Support in a weekly status report
- Support business lead in Tier 1 operations
- Perform post-resolution follow-ups to help requests
- Develop help sheets and frequently asked questions lists for end users
Education & Certification:
- Four years college degree with at-least 1 year computer related experience
Good to have:
If you have the skills described above and feel you are ready to take on an exciting challenge, please send the resume to contact@equinoxys.com to apply
