Help Desk Analyst

Position Overview:
We are a MSP (Managed Service Provider) providing IT support to multiple organizations. We are looking for a Help Desk Analyst who will be responsible for reviewing and analyzing support tickets to identify trends, recurring issues, and areas for improvement. This role plays a critical part in enhancing the quality of our support services and ensuring customer satisfaction.

Key Responsibilities:

Ticket Analysis: Regularly review and categorize support tickets to identify common themes, trends, and patterns.
Report Generation: Create detailed reports highlighting key findings, with data-driven insights and actionable recommendations.
Collaboration: Work closely with the support team to understand issues and gather additional information when needed.
Feedback Loop: Provide feedback to support and technical teams, suggesting training needs or areas for process improvement.
Process Enhancement: Recommend solutions to reduce ticket volume, especially for recurring or preventable issues.
Tools & Technology: Utilize support software tools to extract, filter, and analyze ticket data. Stay updated on best practices in support analytics.
Training: Assist in training initiatives based on findings to improve first-contact resolution rates and customer satisfaction.
Qualifications:

Bachelor's degree in Information Technology, Business Analytics, or a related field.
Prior experience in technical support or in a data analytics role is a plus.
Strong analytical skills and attention to detail.
Proficiency in using support software and analytics tools.
Excellent communication skills, both written and verbal.
Ability to work independently and as part of a team.

Looking for Part-time. Hours are very flexible, Work From Home (WFH)