IT Helpdesk Analyst

Overview

Looking for full-time work (8 hours/day)

at $9.09/hour ($1,600.02/month)

High school diploma

Last Active

April 29th, 2024 (17 days ago)

Member Since

July 23rd, 2022

Profile Description

· I am a Technical Helpdesk Analyst L2, applying a broad and in-depth working knowledge of information technology products and services to more complex assignments and assisting more experienced staff in the application of technical concepts, practices, and procedures.
· Provides quick response to client iUpgrade to see actual info over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. The incumbent operates independently to provide prompt and professional desktop service through quick processing and prioritization of a variety of problems.
· Ensures the most complex customer issues are promptly addressed, documented, and resolved in a timely and professional manner consistent with the highest customer service and professional/technical standards.
· Brief customers, as well as management on the status of current resolution efforts and, attend daily/weekly meetings.
· Maintains the highest service levels within SLAs for the iUpgrade to see actual info and change management system
· Serves as technical advisor, providing telephone and remote desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel.
· Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation.
· Has the capability of learning new skills as the IT environment changes and continues to progress in the development of their skills.
· Understands the troubleshooting process and provides training on new products.