Help Desk Jobs

A help desk analyst answers all help desk calls, voicemails and emails within a timely manner, determines the nature of the user’s issue, and obtains as much information as possible about the problem. A help desk analyst creates help desk tickets based on the user’s systems issues and level or priority and assigns it to a PC technician for resolution. A help desk analyst troubleshoots and assists users with routine systems issues including PC/ laptop and printer problems. Further, the incumbent tracks all calls, voicemails and emails in a detailed and accurate fashion utilizing help desk software. Additionally, the help desk analyst prioritizes and evaluates user systems issues into a low, medium, or high priority. A help desk analyst also adheres to the defined and communicated call flow/ ticket resolution process.

A help desk job require a high school diploma or equivalent and minimum 2 year’s experience in a call-center or telephone customer service environment. A help desk analyst must have knowledge in Microsoft Office, Windows 2000 and XP and a proven ability to communicate professionally in a corporate environment. Ability to handle a large call/ email volume is also required.