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Helpdesk Analyst
Job Description
Name of Position:
Helpdesk Analyst Location:
Philadelphia PA Note:
2 rounds of interviews; 1 will be online second interview will be in-person Job description Minimum 2 years of experience working in a single point of contact help desk Experience using Jira Service Management Helpdesk application Experience using Genesys Cloud contact center and customer experience platform Strong customer service skills; telephone etiquette Great team-oriented interpersonal skill Great organizational skills Excellent analytical and problem-solving skills Strong oral and written communications skills (technical and non-technical) Robust understanding of the ACD system and trouble ticket processCareer Insights for Help Desk Technician / Analyst
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Scorecard
Based on Pennsylvania data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$53,796 / year median in Pennsylvania
-11% projected decline