We are seeking a dedicated and customer-focused Helpdesk Analyst to join our team. The successful candidate will provide technical support and assistance to end-users, ensuring their issues are resolved efficiently. This role requires strong problem-solving skills, excellent communication abilities, and a genuine passion for helping others.
Key Responsibilities:
Customer Support:
* Provide first-level support to end-users via phone, email, and chat.
* Address and resolve issues related to software, hardware, and network connectivity.
* Ensure a high level of customer satisfaction by delivering timely and effective solutions.
OneLogin Administration:
* Manage and support OneLogin for user authentication and single sign-on (SSO) purposes.
* Assist with user provisioning and de-provisioning.
Zendesk Management:
* Utilize Zendesk to track, prioritize, and manage support tickets.
* Ensure all tickets are properly documented and resolved within the Service Level Agreement (SLA).
System Configuration and Support:
* Provide support for iOS devices and Mac OS X systems.
* Perform diagnostics and troubleshooting for hardware and software issues on Apple devices.
* Assist with the installation, configuration, and maintenance of applications.
Helping Others:
* Assist users with technical issues and provide guidance on how to use various systems and applications.
* Conduct training sessions for end-users to improve their technical skills and knowledge.
Documentation and Reporting:
* Maintain accurate and detailed records of support requests and resolutions.
* Generate reports on helpdesk activities and identify areas for improvement.
Required Skills and Qualifications:
Technical Skills:
* Proficiency with OneLogin administration.
* Experience using Zendesk for ticket management.
* Strong understanding of iOS devices and Mac OS X systems.
* Familiarity with common software applications and network connectivity.
Customer Focus:
* Excellent customer service skills with a focus on delivering positive user experiences.
* Strong interpersonal skills and the ability to empathize with users' needs and concerns.
Analytical Skills:
* Ability to diagnose and resolve technical issues effectively.
* Strong attention to detail and problem-solving abilities.
Communication Skills:
* Excellent written and verbal communication skills.
* Ability to explain technical concepts to non-technical users.
Organizational Skills:
* Strong time management and organizational abilities.
* Ability to manage multiple tasks and prioritize effectively.
Preferred Qualifications:
* Relevant certifications (e.g., Apple Certified Support Professional, ITIL, CompTIA A+).
* Previous experience in a helpdesk or technical support role.
Working Conditions:
* Ability to work in a fast-paced environment and handle multiple support requests.
* Willingness to work flexible hours, including weekends and evenings if necessary