Help Desk Analyst

Help Desk Analyst
Location: On-site (5 days a week)
Hourly Rate: $35 - $38 (flexible based on experience)

Overview:
We are seeking a dedicated Help Desk Analyst to join our team, providing exceptional technical support and customer service. This critical role involves acting as the primary point of contact for IT support issues, ensuring prompt resolution, and maintaining high levels of client satisfaction. The role is onsite, with initial interviews conducted via Microsoft Teams and subsequent in-person interviews.

Key Responsibilities:

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing systems.
• Utilize Jira Service Management Helpdesk to track, prioritize, and resolve support tickets efficiently.
• Manage support requests through GroupLink’s eHelpdesk platform to ensure timely resolutions.
• Operate and troubleshoot the Genesys Cloud contact center and customer experience platform to assist users and optimize service delivery.
• Follow established trouble ticket and ACD (Automatic Call Distributor) processes to ensure accurate and consistent issue resolution.
• Provide technical guidance and support to ensure minimal downtime and optimal system performance.
• Document issues and resolutions clearly and thoroughly for future reference.
• Collaborate with team members to improve support workflows and enhance overall service quality.

Required Skills and Experience:

• Minimum of 2 years experience in a help desk or technical support role acting as a single point of contact.
• Hands-on experience with Jira Service Management Helpdesk application.
• Proficiency with GroupLink’s eHelpdesk platform.
• Familiarity with Genesys Cloud contact center and customer experience platform.
• Strong customer service skills with excellent telephone etiquette.
• Exceptional organizational and time-management skills to handle multiple support requests effectively.
• Analytical mindset with strong problem-solving abilities.
• Excellent verbal and written communication skills, capable of conveying technical information to non-technical users.
• Robust understanding of ACD systems and the trouble ticket lifecycle.

Why Join Us?

• Competitive hourly rate with flexibility based on skills and experience.
• Opportunity to work in a collaborative team environment with cutting-edge support tools.
• Develop your technical expertise within a dynamic, customer-centric organization.
• Gain valuable experience supporting enterprise-level contact center platforms and help desk operations.

If you are a motivated individual with a passion for delivering excellent technical support and looking for a rewarding opportunity to advance your career, we want to hear from you.

The office is a collaborative working culture, with areas of professional growth!