Oracle HCM Helpdesk Analyst

Job Title: Oracle HCM Helpdesk Analyst

Location & Work Model: Remote

Department: Global Customer & IT Support

About the Role:

Join our global support team as the first point of contact for our US-based users. You will be instrumental in providing timely, clear, and effective technical assistance, ensuring a seamless and positive customer experience. Your exceptional communication skills are the key to success in this role.

Key Responsibilities:

• Provide Tier 1 technical support via phone and chat, acting as the initial point of contact for incoming user queries and issues.
• Perform accurate diagnostics, troubleshoot basic hardware, software, and network issues, and escalate complex tickets to Tier 2 teams with detailed notes.
• Log, track, and manage all incidents and service requests using our IT Service Management (ITSM) tool, ens...