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Title
Text copied to clipboard!Helpdesk Analyst
Description
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We are looking for a motivated and skilled Helpdesk Analyst to join our IT team. As a helpdesk analyst, you will be the first point of contact for users experiencing technical issues. You will play a key role in quickly resolving incidents, managing requests, and continuously improving user satisfaction.
Your main responsibilities will include receiving, analyzing, and resolving technical support requests via phone, email, or ticketing system. You will diagnose issues related to software, hardware, networks, and applications, and provide effective solutions or escalate complex incidents to the appropriate teams. You will also be responsible for documenting incidents, solutions provided, and maintaining an up-to-date knowledge base.
The helpdesk analyst must have excellent communication skills, good listening ability, and a strong customer orientation. You should demonstrate patience, thoroughness, and responsiveness to meet user expectations. A solid understanding of Windows operating systems, office tools, basic networking, and enterprise software is essential.
This position offers an opportunity for professional development in a dynamic and collaborative environment. You will work closely with technical teams and end users to ensure quality service. If you are passionate about IT support and want to contribute to the technological efficiency of the company, this role is for you.
Responsibilities
Text copied to clipboard!- Respond to technical support requests from users
- Diagnose and resolve hardware and software issues
- Document incidents and solutions in the ticketing system
- Escalate complex issues to appropriate technical teams
- Ensure regular follow-up on ongoing requests
- Maintain an up-to-date knowledge base
- Install and configure IT equipment
- Train users on standard tools and software
- Participate in continuous improvement of support processes
- Monitor systems for anomalies
Requirements
Text copied to clipboard!- Degree in computer science or related field
- Previous experience in technical support or helpdesk
- Good knowledge of Windows systems and Microsoft Office tools
- Basic network diagnostic skills
- Excellent oral and written communication skills
- Ability to work under pressure and manage multiple requests
- Customer service orientation and team spirit
- Proficiency with ticketing tools (e.g., Jira, ServiceNow)
- Knowledge of basic IT security protocols
- Availability to work flexible hours if needed
Potential interview questions
Text copied to clipboard!- What is your experience in technical support?
- Which ticketing tools have you used?
- How do you handle a frustrated user?
- Have you worked with SLAs before?
- What is your method for diagnosing a network issue?
- Are you comfortable with remote support?
- How do you prioritize multiple requests?
- Do you have an ITIL or equivalent certification?
- What is your experience with Windows systems?
- Are you available to work flexible hours?
