Helpdesk Analyst

We are seeking a customer-focused Help Desk Analyst to serve as the first point of contact for end users requiring technical assistance. The ideal candidate will have experience supporting a high-volume help desk environment, managing service requests through multiple ticketing platforms, and delivering exceptional customer service while ensuring timely issue resolution and accurate documentation.

Required Experience (2+ years):

• Experience working in a single point of contact (SPOC) help desk environment.
• Experience using Jira Service Management.
• Experience using GroupLink eHelpdesk.
• Experience using Genesys Cloud contact center and customer experience platform.
• Strong understanding of ACD systems and the incident/trouble ticket lifecycle.
• Excellent customer service and telephone communication skills.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical users.
• Strong organizational skills with the ability to manage multiple priorities.
• Team-oriented with excellent interpersonal skills.

Responsibilities:

• Serve as the single point of contact for incoming IT support requests via phone, email, and other communication channels.
• Log, track, prioritize, and resolve incidents and service requests using established help desk processes.
• Utilize Jira Service Management, GroupLink eHelpdesk, and Genesys Cloud to manage customer interactions and support tickets.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
• Escalate complex issues to the appropriate technical support teams when necessary.
• Provide professional, courteous, and timely customer service while adhering to established service level expectations.
• Collaborate effectively with team members to ensure consistent support and knowledge sharing.
• Follow established trouble ticket workflows and maintain a strong understanding of ACD (Automatic Call Distribution) systems and call handling procedures.