cyberThink
Help Desk Analyst
cyberThink, Chester, Pennsylvania, us, 19016
Job Description:The Help Desk Analyst provides Level 2 Support for the Client. This role focuses on managing technical support requests, troubleshooting hardware and software issues, and delivering top-tier customer service to end users. The candidate must possess excellent problem-solving skills, work well in a team, and have strong communication abilities to handle escalations and maintain service levels.
Key Responsibilities:
Manage expectations and communication with customers, end users, and executive sponsorsEnsure adherence to quality standards for support servicesMonitor and reassign support tickets to ensure timely resolution based on service level agreements (SLAs)Serve as the escalation point for high-priority issues and complex technical problemsMake policy recommendations on system usage and servicesCoordinate with software and hardware vendors for product-related issuesProvide subject matter expertise for custom and commercial off-the-shelf (COTS) applicationsCollaborate with programmers to resolve software errors and suggest enhancementsAct as an in-house consultant, recommending alternative software/hardware solutions when neededTest software and hardware to ensure usability and effectivenessCreate and update software/hardware evaluation reports for managementDevelop, revise, and distribute user training materials and manualsConduct on-site and classroom training for end users, or recommend external trainersProvide technical assistance and troubleshooting support for hardware, software, and systemsServe as the primary contact for Level 1 support and handle escalated user issuesDiagnose problems and determine root causes, whether from hardware, software, or system-related issuesCollaborate with technical and non-technical co-workers to find solutionsUse diagnostic software and tools for remote problem resolutionStay current with industry trends through independent study and relevant publicationsFollow established quality standards and demonstrate strong customer service skillsWork effectively in a team environment and complete assigned tasks within deadlinesExhibit strong written and verbal communication skills
Required Skills and Experiences:
Expertise in troubleshooting and providing hands-on technical assistanceExperience with a variety of call-tracking software systemsKnowledge of hardware, software, systems, and diagnostic proceduresProven ability to provide high-quality customer serviceAbility to manage escalations and meet SLA targetsStrong written and spoken communication skills
The hourly range for roles of this nature are $20.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
Key Responsibilities:
Manage expectations and communication with customers, end users, and executive sponsorsEnsure adherence to quality standards for support servicesMonitor and reassign support tickets to ensure timely resolution based on service level agreements (SLAs)Serve as the escalation point for high-priority issues and complex technical problemsMake policy recommendations on system usage and servicesCoordinate with software and hardware vendors for product-related issuesProvide subject matter expertise for custom and commercial off-the-shelf (COTS) applicationsCollaborate with programmers to resolve software errors and suggest enhancementsAct as an in-house consultant, recommending alternative software/hardware solutions when neededTest software and hardware to ensure usability and effectivenessCreate and update software/hardware evaluation reports for managementDevelop, revise, and distribute user training materials and manualsConduct on-site and classroom training for end users, or recommend external trainersProvide technical assistance and troubleshooting support for hardware, software, and systemsServe as the primary contact for Level 1 support and handle escalated user issuesDiagnose problems and determine root causes, whether from hardware, software, or system-related issuesCollaborate with technical and non-technical co-workers to find solutionsUse diagnostic software and tools for remote problem resolutionStay current with industry trends through independent study and relevant publicationsFollow established quality standards and demonstrate strong customer service skillsWork effectively in a team environment and complete assigned tasks within deadlinesExhibit strong written and verbal communication skills
Required Skills and Experiences:
Expertise in troubleshooting and providing hands-on technical assistanceExperience with a variety of call-tracking software systemsKnowledge of hardware, software, systems, and diagnostic proceduresProven ability to provide high-quality customer serviceAbility to manage escalations and meet SLA targetsStrong written and spoken communication skills
The hourly range for roles of this nature are $20.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.