What are the responsibilities and job description for the Help Desk Analyst position at Robert Half?
We are seeking a Help Desk Analyst to be an integral part of our team in Pittsburgh, Pennsylvania. This role will be pivotal in providing technical support and guidance to our team members in the manufacturing industry. The Help Desk Analyst will handle IT requests and issues, ensuring smooth operations and user satisfaction. Responsibilities:• Respond to incoming IT requests and queries through various channels such as phone, email, and chat.• Diagnose and troubleshoot IT issues brought forward by the user community.• Create and manage tickets for all user interactions with the IT Service Desk via the ITSM platform.• Document all relevant information pertaining to the issue within each ticket, including troubleshooting steps, relevant attachments, and translations.• Maintain the ITSM platform to facilitate proper tracking and reporting of IT operational performance.• Direct cases to the appropriate IT support groups, while retaining ownership of the query.• Document IT solutions provided on the IT Knowledge Database (KB) platform.• Guide users on the usage of IT systems and resolution of IT related problems.• Collaborate with Service Desk Leads and IT/Business Leadership to provide necessary information or data for decision making.• Maintain proactive approach towards improving IT operations effectiveness by identifying observations, raising risks, and proposing improvement solutions.• Assist technical support groups in resolving IT issues and requests.• Establish Business relationships with any related functional areas.• Support external partners or 3rd parties who are providing IT Services.• Ensure tickets are resolved within Business agreed SLAs & KPIs.• Enhance user's IT knowledge by translating technical concepts into understandable terms.• Maintain ongoing communication with users and technical/functional support groups to ensure IT resolution of tickets within agreed terms.• Collect feedback from users for improving IT operations processes and user experience interactions.• Offer physical presence, based on IT and Business needs, and perform IT related activities at different locations with prior agreement.
Salary : $29 - $33
