Help Desk Analyst providing support for technical issues in IT services for legal and professional service firms. Troubleshooting customer inquiries via various communication channels.
Responsibilities
Act as the primary contact for customers needing assistance with hardware, software, network, or other technical/non-technical issues.
Deliver support via phone, email, and chat.
Troubleshoot by identifying, diagnosing, and resolving issues using knowledge-base articles, prior incident history, peer input, or by routing to the appropriate escalation tier.
Leverage screen-sharing and remote-control tools to validate, gather, and assess the reported problem.
Create and update tickets for every request, capturing clear, complete, and detailed information to enable effective follow-up by the Service Desk or downstream teams.
Maintain consistent, reliable attendance.
Requirements
High school diploma or equivalent required.
Clear, professional communication—strong verbal, written, and accurate typing skills.
Reliable team player who collaborates effectively in a group setting.
Consistently professional with colleagues and end users; remains composed in a fast-paced, sometimes stressful situations.
High initiative and follow-through; strong critical thinking; manages multiple priorities in a detail-oriented, high-volume environment and makes decisions based on research.
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