What are the responsibilities and job description for the Help Desk Analyst position at Zeforge LLC?
Job Details
Position : Help Desk Analyst
Role Description:
* Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.
* Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.
* Escalates issues in accordance with defined procedures.
* Assists users through problem solving steps.
* Uses technical databases to research problems, and talks with co-workers to research problem and find solution.
* Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
* Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
* Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
* Communicates accurate and useful status updates.
* Manages and reports time spent on all work activities.
* Follows quality standards.
* Able to work in a team environment.
* Completes assigned tasks.
* Strong communication skills; both written and spoken.
