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Help Desk Analyst
Job
Robert Half
Holland, MI (In Person)
Full-Time
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Job Description
We are looking for a Help Desk Analyst to join a high-volume support environment in Holland, Ohio. This long-term contract position is ideal for someone who enjoys assisting customers, troubleshooting basic technical issues, and documenting each interaction with accuracy. The role supports incoming Tier 1 requests, monitors overnight ticket activity, and helps ensure service issues are routed quickly and appropriately. Success in this position requires strong communication, sound judgment, and a steady approach in a fast-moving customer service setting.
Responsibilities:
- Respond to inbound support calls professionally and deliver timely assistance to customers experiencing service or equipment issues.
- Review incoming service tickets, assess urgency, and determine the correct next step based on established support procedures.
- Troubleshoot entry-level technical problems efficiently and gather the information needed to support resolution.
- Escalate incidents to the appropriate internal teams when issues require advanced support or immediate attention.
- Create, update, and maintain service tickets for every customer interaction, ensuring notes are complete, accurate, and easy to follow.
- Monitor ticket activity during assigned shifts, including overnight coverage, to help address time-sensitive support needs.
- Confirm that system settings or configurations have been properly tested and are functioning as expected before closing or advancing requests.
- Provide clear documentation of actions taken, customer communications, and troubleshooting steps throughout the support process.
- Contribute to overall service center operations by handling additional support-related tasks as needed.