What are the responsibilities and job description for the Service Desk Analyst position at Karpel Solutions?
The Service Desk Analysts' job is providing technical assistance and support related to computer systems, hardware, or software. To respond to queries, run diagnostic programs, isolate problem, determine and implement solutions.
Primary Responsibilities:
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Maintain daily performance of network systems.
- Respond to email messages for customers seeking help.
- Ask questions to determine nature of problem.
- Walk customer through problem-solving process.
- Install, modify, and repair computer hardware and software.
- Clean up computers.
- Run diagnostic programs to resolve problems.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Follow up with customers to ensure issue has been resolved.
- Work daily to create an exceptional experience for all who contact the Helpdesk.
- Assist with various phone (LAN and Mobile) issues.
- Track support incidents using IT Ticketing System.
- Identify trends and propose solutions that head-off recurring and future issues.
- Other duties as assigned by the Helpdesk Manager.
Desired Skills and Experience:
- Knowledge of computer systems, networking, computer components, LAN, browsers, mobile devices, and a comfort level with troubleshooting these topics patiently over the telephone.
- Ability to clearly communicate highly complex matters and concepts to a target audience and forum.
- Team player with the ability to conduct work with utmost confidentiality and professionalism.
- Excellent communication skills with a customer service orientation and an ability to work well with all levels of the organization.
- Able to manage, resolve and/or escalate areas of conflict with cross-functional issues.
- Able to demonstrate professional and empathetic behavior in the resolution of both routine and complex customer problems.
- Manage multiple high priority initiatives in a fast paced, highly technical environment.
- Ability to present ideas in a user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
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