You'll love this job if you excel at coming up with creative solutions to technical issues. Robert Half is seeking a Help Desk Analyst to accommodate field users in an ever-changing, active environment with a company in the Retail - Food Store field. This may be the Help Desk Analyst position for you, if you have strong problem-solving skills and a passion for making effective change within an organization. This Help Desk Analyst role is based in the Old Bridge, New Jersey area and is a permanent opportunity. OVERALL FUNCTIONS • Proficient in the timely and detail oriented handling of incoming calls to a busy service desk o Target 90% resolution at the Service Desk for inbound incidents and request o Proficient tracking of all calls via service desk software (Service Now); ticket assignment and escalation as required o Perform daily follow-up on open calls that do not show activity to ensure satisfactory closure of issue. • Responsible for initial user account creation, permissions and directory updates in a multiplatform environment. • Evaluating and prioritizing incoming telephone, voicemail and email requests for assistance from users experiencing problems with hardware, software, networking and other computer-related issues. Ask concise and accurate questions to identify issues and provide solutions. • Answer application questions with short training and/or –how-to documents. • Delegate support tasks when appropriate to third party vendors • Escalate problems to third level (when appropriate) to obtain timely resolution. • Monitor trouble ticket portals of third party vendors to ensure proactive resolution to issues. • Participate in departmental projects and programs (which include rollouts, upgrades and modifications). • Maintain procedures manual to ensure continuity of task execution amongst current or future staff. • Deliver administrative services to IT department. • Participate in after hour on call rotation.