The Help Desk provides the first line of response for guests and associates requesting assistance with information technology related problems. Investigates and resolves software and hardware problems for users via the phone.
Answers, evaluates, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users and guests experiencing problems with hardware, software, networking, and other computer-related technologies. Be able to document and escalate issues to higher support tiers. Must have excellent problem-solving, communication and interpersonal skills. Along with patience and a customer friendly attitude. Interviews user or guest to collect information about a problem and leads user through diagnostic procedures to find a solution or to gather more information.
The physical requirements of the Help Desk Analyst position are: One must have the ability to sit for long periods of time, wear a headset to respond to callers, have the ability to lift and carry objects that may weigh up to 30 pounds.