Helpdesk support analyst job description
Helpdesk support analyst job description
Job purpose of Helpdesk support analyst is to provide first line helpdesk support to external customers, assisting them with hardware and software problems via phone, email or fax.
Key duties of Helpdesk support analyst
1. Provide first line technical support via phone, email or fax
2. In line with Service Management Principles, provide a high level of customer service for all support queries
3. To maintain a high degree of customer service for all support queries and adhere to all service management principles.
4. To take ownership of user problems and be proactive when dealing with user issues.
5. To log all calls on the call logging system.
6. Respond to enquiries from clients and help them resolve and hardware or software problems.
7. Respond efficiently to enquiries and effectively resolve any hardware or software problems Maintain a log of software and hardware problems detected
8. Allocate complex calls to appropriate IT Support member
9. Organize external technical support for any problems which cannot be resolved in house Support computer users by providing necessary training and guidance
10. Be proactive when dealing with user issues and take ownership of user problems Log all calls on call logging system
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