What are the responsibilities and job description for the Help Desk Analyst position at LingaTech?
We are seeking a customer-focused Help Desk Analyst to provide first-level technical support for end users in a high-volume service desk environment. This role is primarily phone-based and requires strong communication skills, reliability, attention to detail, and a commitment to delivering excellent customer service while resolving technical issues and supporting users with varying levels of technical proficiency.
Job Duties
Job Duties
- Provide first-level technical support and troubleshooting assistance to end users via telephone.
- Respond to and resolve issues related to passwords, user accounts, software applications, and system access.
- Investigate, diagnose, and resolve hardware, software, and system-related issues using established procedures and documentation.
- Create, document, track, and manage support tickets through the organization's ticketing system.
- Escalate unresolved issues to appropriate Tier 2 support teams or third-party service providers when necessary.
- Reset and restore user accounts, passwords, and security access through Active Directory and other identity management tools.
- Guide users through troubleshooting and diagnostic procedures to identify and resolve technical issues.
- Coordinate hardware and software repair activities by dispatching and monitoring service requests with designated providers.
- Maintain accurate records of incidents, service requests, resolutions, and support activities.
- Research and utilize knowledge base articles, reference materials, and diagnostic resources to resolve user issues.
- Collaborate effectively with team members to ensure timely issue resolution and service delivery.
- Follow established quality standards, service level expectations, and customer service best practices.
- Complete assigned tasks and contribute to operational support objectives.
- Participate in periodic scheduled support coverage, including occasional Saturday shifts as required.
- 1 year of experience providing IT Service Desk, Help Desk, or Call Center support.
- 1 year of experience using call tracking, ticketing, or incident management software.
- 1 year of experience demonstrating strong attention to detail and the ability to effectively utilize documentation and knowledge resources to resolve issues.
- 1 year of experience supporting users with varying levels of technical knowledge across computer hardware, software, and systems.
- 1 year of experience demonstrating strong verbal communication skills and a professional telephone presence.
- 1 year of experience performing basic Active Directory administration, including user account and security group management.
- 1 year of experience supporting Microsoft-based operating systems, with emphasis on Windows and Microsoft Office 365.
- 1 year of experience troubleshooting Microsoft Office 365 in a networked environment, including permissions, calendar sharing, and delegation.
- Excellent organizational skills with the ability to manage multiple tasks and priorities effectively.
- Strong customer service orientation with a demonstrated ability to provide professional, responsive support to end users.
- Self-motivated and dependable, with a commitment to delivering high-quality customer service and achieving team objectives.