Help Desk Front Desk Technician

Associate Service Desk Analyst

 

The Help Desk Front Desk Technician serves as the first point of contact for all IT-related inquiries within the organization. This role involves providing technical support to employees and end-users, resolving technical issues, and ensuring the smooth operation of the IT help desk. The technician must possess strong problem-solving skills, excellent communication abilities, and a customer-service-oriented mindset.

 

Responsibilities

• Answering phones in a fast pace environment
• Ticket System Use and Management:
  •  Monitor the help desk ticketing system for new support requests.
  • Prioritize and categorize tickets based on urgency and impact.
• Incident /Technical Troubleshooting and Issue Resolution:
  • Gather detailed information from end users about reported issue.
  • Perform initial diagnostics and troubleshooting steps based on the information provided.
  • Oversee timely and effective resolution of technical issues.
  • Analyze trends in reported issues to identify and address common problems
  • Escalate complex problems to appropriate support teams for resolution.
  • Ensure & enforce best practices.
  • Coordinate with other IT teams to ensure the fastest and most efficient resolution to critical problems.
  • Develop and maintain comprehensive knowledge base to assist in incident resolution
  • Document all actions taken and update the ticket with the status and resolution.
• Documentation and Knowledge Base:
  • Maintain accurate and up-to-date documentation of known issues, troubleshooting steps, and resolutions.
  • Share knowledge and insights with the team to improve overall efficiency and problem-solving.

 

Academic and professional qualifications

• BA or BS Degree preferred or other relevant combination of training and experience

Experience

• Up to 2 years entry level to moderate experience providing service desk support preferred
• At least two years experience required in related field.
• Relevant certifications preferred but not required

Travel requirements

• May require local travel
• May require other travel for business needs

Working arrangements

• May be required to work off hour shifts or be assigned to an on-call rotation 24/7 Support

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Last updated on Aug 23, 2024