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Help Desk Analyst: Level 2

Themesoft Inc., Frankfort, Kentucky, United States

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Information Technology Help Desk Analyst

First point of contact for users who call our IT Service Desk. Answer incoming calls, self‑service requests, emails, and chats. Track all information in the ticketing system. Participate in the knowledge management process to resolve tier 1 incidents and requests in a timely fashion and create new knowledge. Escalate unresolved problems/issues/requests to the proper resolver group. Troubleshoot basic end‑user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support. Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software. Become familiar with Service Desk policies and processes. Become familiar with the systems, network, core applications and each team in the IT Department. Other duties as assigned by the Service Desk Manager. Desired Qualifications

2+ years of experience in IT, including 1+ year in technical support/helpdesk. General knowledge of operating systems and application software to provide high level support. Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others. Ability to utilize Microsoft Office applications for support, reporting, and documentation. Excellent oral and written communication skills. Ability to provide technical support over the phone; excellent phone skills and professional demeanor. Excellent problem‑solving skills; ability to visualize a problem or situation and think abstractly to solve it. Seniority Level: Mid‑Senior level Employment Type: Contract Job Function: Administrative and Customer Service Industry: Book and Periodical Publishing Regards Vinay S vinay.s@themesoft.com

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