Help Desk Analyst Jobs

Job Position: Help Desk Analyst

Job Type: Contract

Work arrangement: Remote (on-site meetings exception)

Description of Services

Help Desk Analyst works directly with end users to troubleshoot technical issues.

• Receive and respond to inquiries related to applications supported by the Help Desk.

• Advise inquirers of any resolution to an inquiry.

• Utilize Help Desk software to enter tickets and retrieve logged calls for resolution, or forward pending inquiries to the next level of expert support.

• Work effectively through communication with technical and /or business teams to resolve client issues.

• Make arrangements with external stakeholders and internal staff for training and any other items as required.

• Maintain an understanding of applications to ensure maximum support effectiveness.

• Assign and maintain user IDs and passwords.

• Coordinate Help Desk related activities that require communications to the external stakeholders with business areas (within ministry and other government departments). Ensure these communications are relayed to internal staff as well.

• Participate in related projects as required.

• Develop and maintain documentation as required.

• Recording and classifying calls/inquiries in the Help Desk software application.

Thanks for applying in advance!