Help Desk Support Analyst . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
The Help Desk Support Analyst's role is to provide a single point of contact for end users to receive support and maintenance within the organization's computing environment. The person will also troubleshoot problem areas (by telephone or via remote access) in a timely and accurate fashion, and provide end-user assistance where required. The Help Desk Support Analyst is also responsible for monitoring and tracking of tickets within the Help Desk System. This will ensure that all tickets are responded to in a timely manner by the assigned technician. This person is also responsible for ordering IT equipment and supplies by creating purchase orders and keeping records. This person will also maintain all asset management records within KBOX and update any changes accordingly. The Help Desk Support Analyst will liaise with third party vendors to coordinate repairs on printers, ATMs, and other IT equipment. Essential Duties and Responsibilities: Receive and respond to incoming calls and/or e-mails regarding IT problems Create tickets accordingly and escalate as needed If necessary, liaise with third-party support and PC equipment vendors Monitor help desk system for user created tickets/requests and respond in a timely manner Escalate as needed after contacting user to troubleshoot the issue first Collaborate with other IT support teams to ensure efficient operation of the company's desktop computing environment Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment Accurately document instances of desktop equipment or component failure, repair, installation, and removal Coordinate all IT inventory movement among all Bank locations Tags newly purchased assets with asset tag sticker and create tags for assets Formal Education / Certification, Experience, and overall Qualifications: A College Diploma or University Degree in Technology related field and/or 1 year of equivalent work experience Comprehensive training course in Microsoft Certifications is acceptable in lieu of a University Degree A+ Certification and/or Microsoft Certifications are preferred Hands-on knowledge and experience with desktop applications including Microsoft Office Basic knowledge of banking operations is preferred Basic experience with troubleshooting principles, methodologies, and issue resolution techniques Working technical knowledge of current protocols, operating systems, and standards including DHCP Ability to operate tools, components, and peripheral accessories Be able to read and understand technical manuals, procedural documentation, and OEM Guides KOREAN SPEAKING Please email resumes to email@example.com
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