Help Desk Senior Analyst

As a Help Desk Senior Analyst at TekWissen, your role will involve assisting customers in identifying problems and delivering effective resolutions. It is crucial to prioritize customer satisfaction, handling all queries and issues professionally and efficiently. Adherence to standardized policies and procedures is essential, ensuring proper escalation protocols are followed when necessary. Your analytical ability will be key in resolving technical issues ranging from routine to moderately complex. You will work on assignments requiring basic to intermediate problem-solving skills, with minimal instruction on routine tasks and general guidance for new assignments. Collaboration with higher-level employees is encouraged, fostering a supportive work environment. Your proactive approach to customer service, technical troubleshooting, and process compliance will be instrumental in handling every customer interaction with professionalism and care, contributing to the overall effectiveness and reliability of the IT Service Desk.

Key Responsibilities:

• Provide first-level support in English and Spanish languages
• Ability to work in a 24/7 work schedule
• Use troubleshooting techniques and tools to identify technical defects/issues
• Assign incidents following documented guidelines and procedures
• Actively support the customer through problem resolution, keeping them informed and updated throughout the incident
• Log and track details of solutions provided concisely, maintaining and updating customer database
• Consistently meet set targets
• Escalate problems in line with documented procedures
• Maintain comprehensive knowledge of service offerings, future industry products, and technologies
• Attend required technical training sessions and effectively utilize assigned lab time
• Comply with schedule adherence to achieve overall service level targets
• Identify and provide input on unique or recurring customer problems

Qualifications Required:

• Excellent verbal and written communications in English and Spanish
• Working knowledge of software shipped with client products and basic understanding of legacy operating systems
• Familiarity with PC architecture/technology
• Understanding of client and customer-supplied applications
• Thorough knowledge of Service Procedures
• Understanding of policies and procedures to determine appropriate actions
• Ability to analyze and solve technical problems using troubleshooting skills
• Knowledge of Service Now is preferred
• Strong organizational and interpersonal skills
• Excellent telephone and customer handling skills
• Ability to handle stressful situations professionally
• Capability to deal with irate customers effectively
• Willingness to learn new products and technologies
• Proficiency in Spanish language would be highly advantageous

Academic Qualifications And Certifications:

• Bachelors Degree in any stream
• Certification like DELE, SIELE, or ACTFL OPI
• CompTIA A+ Certification
• ITIL 4 Foundation Certification
• Microsoft Certified: Azure Fundamentals certification is preferred (optional)

Please note that TekWissen Group is an equal opportunity employer supporting workforce diversity. As a Help Desk Senior Analyst at TekWissen, your role will involve assisting customers in identifying problems and delivering effective resolutions. It is crucial to prioritize customer satisfaction, handling all queries and issues professionally and efficiently. Adherence to standardized policies and procedures is essential, ensuring proper escalation protocols are followed when necessary. Your analytical ability will be key in resolving technical issues ranging from routine to moderately complex. You will work on assignments requiring basic to intermediate problem-solving skills, with minimal instruction on routine tasks and general guidance for new assignments. Collaboration with higher-level employees is encouraged, fostering a supportive work environment. Your proactive approach to customer service, technical troubleshooting, and process compliance will be instrumental in handling every customer interaction with professionalism and care, contributing to the overall effectiveness and reliability of the IT Service Desk.

Key Responsibilities:

• Provide first-level support in English and Spanish languages
• Ability to work in a 24/7 work schedule
• Use troubleshooting techniques and tools to identify technical defects/issues
• Assign incidents following documented guidelines and procedures
• Actively support the customer through problem resolution, keeping them informed and updated throughout the incident
• Log and track details of solutions provided concisely, maintaining and updating customer database
• Consistently meet set targets
• Escalate problems in line with documented procedures
• Maintain comprehensive knowledge of service offerings, future industry products, and technologies
• Attend required technical training sessions and effectively utilize assigned lab tim