Support Analyst

POSITION SUMMARY:

The role will handle daily operations such as user management, license allocation and functional support, escalating more complex issues to the relevant team members or third-party technology partners, as needed.

ESSENTIAL FUNCTIONS:

• Provide first-line technical support for software, and application-related issues through Helix (ITSM Tool).
• Log all service desk calls and tickets accurately in Helix (ITSM Tool) ensuring detailed information is captured.
• Identify, diagnose, and resolve issues, escalating to second/third-line support when necessary.
• Assist with queries and issues related to specific applications and software used by the organization.
• Provide end-user guidance on application functionality, configuration, and usage.
• Offer guidance and training to users on basic IT and application-related queries.
• Provide excellent customer service by ensuring issues are resolved in a timely and professional manner.
• Assist with user account creation and permissions management.
• Maintain accurate and up-to-date documentation of solutions and processes.
• Contribute to the knowledge base by documenting common issues and resolutions for future reference.
• Liaise with other support teams and departments to ensure seamless service delivery.
• Communicate clearly and effectively with users at all levels of technical proficiency.
• Provide feedback to management on recurring issues and suggest improvements to IT services and processes.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

• Experience in troubleshooting and supporting both physical and logical infrastructure
• Good knowledge of macOS and Apple hardware
• Strong verbal and written communication skills.
• Ability to explain technical issues to non-technical users in a clear, patient manner.
• Analytical thinking and troubleshooting skills with a focus on delivering solutions.
• Ability to quickly diagnose and prioritize issues based on business impact.
• Strong focus on customer satisfaction and providing high-quality service.
• Patience, empathy, and a positive attitude when dealing with user concerns.
• Previous experience in a service desk or application support role.
• Knowledge of ITIL practices or certification.
• Experience with service desk software such as Helix or equivalent tools.

SHIFT SCHEDULE

Early Shift - 1:30pm - 9:30pm, Mid Shift - 3pm - 11pm