Help Desk Analyst

HELP USA INC; Huntington Station (NY); On-site; USD 42,000 - 70,000; Full time

Job summary

HELP USA INC is seeking a Help Desk Analyst in New York, NY to serve as the first line of support for customer inquiries. You will diagnose and resolve hardware, software, and network issues, using established procedures and guiding customers through steps.

You will document interactions, escalate complex problems, and collaborate with other teams while staying current on technologies relevant to the company. A strong customer-centric approach is essential.

Qualifications

• 1-2 years of experience in a technical support role.
• Strong understanding of computer hardware, software, and network principles.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills, with the ability to explain technical concepts to customers in a non-technical way.

Responsibilities

• Receive and triage customer inquiries through phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, and network issues using established procedures.
• Provide clear, concise troubleshooting steps to customers.
• Escalate complex issues to senior technicians or other support teams as needed.
• Document interactions and resolution steps for future reference.
• Stay up-to-date on technologies and software updates relevant to operations.
• Collaborate with other support teams to ensure seamless customer service.
• Maintain professional demeanor and manage multiple tasks under pressure.

Skills

Customer service

Technical support

Communication skills

Multi-tasking

Ticketing systems

Tools

Ticketing systems

Job description

Location: Central - 115 E 13th Street, New York, NY 10003What You’ll DoYour role as Help Desk Analyst is crucial in resolving customer issues promptly and efficiently, ensuring their satisfaction. As a Help Desk Analyst, you will be the first line of defense for customer inquiries and play a vital role in identifying and resolving a wide range of technical issues.Your responsibilities will include:Receive and triage customer inquiries through various channels, including phone, email, chat, and ticketing systems.Actively listen to customer concerns and accurately diagnose the nature of technical problems.Troubleshoot and resolve various hardware, software, and network issues using established procedures and best practices.Provide clear and concise instructions to customers to guide them through troubleshooting steps and solutions.Escalate complex issues to senior technicians or other support teams as needed.Document customer interactions and resolution steps for future reference and knowledge sharing.Maintain accurate records of customer inquiries, issues, and resolutions.Stay up-to-date on the latest technologies and software updates relevant to the company's operations.Participate in ongoing training and development opportunities to enhance your technical skills and knowledge.Collaborate effectively with other support teams and departments to ensure seamless customer service delivery.Maintain a positive and professional attitude while interacting with customers, even in challenging situations.Minimum of 1-2 years of experience working in a technical support role.Strong understanding of computer hardware, software, and network principles.Excellent problem-solving and analytical skills.Effective communication and interpersonal skills, with the ability to clearly explain technical concepts to customers in a non-technical way.Strong attention to detail and ability to work independently and as part of a team.Proficiency in using ticketing systems and other relevant tools.Excellent written and verbal communication skills.Ability to work efficiently under pressure and manage multiple tasks simultaneously.Customer-centric approach with a strong focus on delivering exceptional service.