Help Desk Analyst

Profile

Help Desk Analyst
Duties: Provide technical assistance and support for incoming inquiries related to Firm computer systems, hardware, software, mobile devices, and remote access. Prioritize and respond to support requests via telephone or email in a professional, confident, and courteous manner. Thoroughly document support requests and resolutions using the helpdesk ticketing system. Follow up with customers, provide feedback, and see problems through to resolution. Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers. Write tips, frequently asked questions, and knowledge articles for the Firm’s intranet and help desk knowledgebase. Stay up-to-date on Firm technology through self-guided learning and review of training materials created by the training staff. Availability to provide onsite and remote coverage outside of normal business hours as needed Timely and regular attendance.

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