Help Desk Analyst I
Bangalore (GESC)
1d ago

Job Description :

Principal Accountabilities

Help desk analysts are on the frontline of customer support. They are focused on helping to resolve technical issues end users encounter, or connecting those users with more intensive IT support, when needed.

  • Tier 3 analysts research and resolve the most complex issues that other help desk levels have been unable to fix. They also identify trends in issue reporting and come up with preventative solutions.
  • A help desk analyst spends the majority of the day performing remote support. This can take a number of forms :
  • Over-the-phone support
  • Screen sharing or remote control
  • Live chat support
  • Job Complexity

    Has limited discretion to vary from established procedures

    Works under general supervision

    Beginning to solve some straightforward problems

    Has limited work experience involving basic concepts and procedures but requires formal training in theories / concepts in own function

    Experience / Education

    Typically requires a 4 year degree and 2 4 years of related experience; or an advanced degree without experience; or equivalent work experience.

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