Helpdesk Analyst

Summary

The Helpdesk Analyst provides first-level technical support and ensures timely resolution of IT-related issues. The role involves managing support tickets, assisting users across multiple communication channels, and escalating issues when necessary. The Helpdesk Analyst also supports remote and office-based staff, ensures accurate documentation, and helps maintain smooth IT operations in a 24/7.

Key Responsibilities

• Ticket Management
• Respond to and resolve open tickets in a timely manner.
• Escalate tickets to the appropriate teams when additional expertise is required.
• Ensure all tickets contain complete information and accurate documentation.
• User Support
• Provide support via chat, phone, email, and in-person interactions.
• Assist remote staff, production admins, and executives with technical issues.
• Follow up with users and stakeholders until resolution is confirmed.
• System & Too...