What are the responsibilities and job description for the Help Desk Analyst position at iQuasar?
A Help Desk Analyst plays a crucial role in providing technical support and assistance to end-users within an organization. They are responsible for resolving IT-related issues, troubleshooting problems, and ensuring a smooth and efficient operation of computer systems and software applications.Responsibilities : User Support : Provide first-line support to end-users, responding to inquiries and resolving technical issues promptly.Assist users with hardware, software, and network problems.Troubleshooting : Diagnose and troubleshoot technical issues through effective problem-solving techniques.Escalate complex issues to higher-level support teams when necessary.Ticket Management : Log and manage support requests using a ticketing system.Prioritize and categorize tickets based on urgency and impact.Communication : Communicate technical information to non-technical users in a clear and understandable manner.Provide regular updates to users on the status of their support requests.Documentation : Maintain accurate records of technical issues and their resolutions.Contribute to the development and updating of knowledge base articles.Hardware and Software Support : Install, configure, and troubleshoot hardware components and software applications.Guide the proper use of software and applications.Remote Assistance : Offer remote support to users, resolving issues without requiring in-person assistance.Utilize remote desktop tools to troubleshoot and resolve problems.User Training : Conduct training sessions or create documentation to educate users on IT best practices.Proactively address common user issues through education and awareness.Collaboration : Collaborate with other IT teams to escalate and resolve complex technical issues.Provide feedback to improve IT systems and processes.Security Awareness : Assist in enforcing IT security policies and procedures.Report and address security incidents or breaches promptly.Qualifications : Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).Previous experience in a help desk or technical support role is beneficial.Strong problem-solving and analytical skills.Excellent communication and customer service skills.Familiarity with common operating systems, software applications, and hardware components.
