[Remote] Information Technology Help Desk Analyst
Note: The job is a remote job and is open to candidates in USA. Technology& is hiring Help Desk Analysts to support its IT help desks for a large multinational client. The role involves providing first-line support to users by responding to inquiries, troubleshooting issues, and ensuring excellent customer service across various communication channels, including phone, email, and chat.
Responsibilities
- Respond professionally to customer inquiries via phone, email, or chat
- Provide Tier 1 help desk support for IT systems or operational services
- Assist students, staff, parents, or other stakeholders with inquiries and service requests
- Log and track incidents, service requests, and inquiries using CRM and ITSM
- Research solutions using knowledge bases, workflows, and predefined scripts
- Diagnose issues and provide initial troubleshooting or guidance to resolve problems
- Escalate complex or priority issues to Team Leads or appropriate Tier 2/3/4 support
- Maintain accurate records of interactions, resolutions, and actions taken
- Follow quality standards, service level expectations, and operational procedures
Skills
- Excellent communication skills with strong customer service orientation
- Ability to remain calm, patient, and professional when handling customer inquiries
- Strong listening skills with an empathetic and positive communication style
- Detail‑oriented with strong organizational and time‑management skills
- Proficiency in Microsoft Office tools including Word, Excel, and PowerPoint
Benefits
- Flexible Support
- Hourly Rate: Competitive
- The role involves providing first-line support to users by responding to inquiries, troubleshooting issues, and ensuring excellent customer service across various communication channels, including phone, email, and chat.
- This position is part of a flexible remote support pool where candidates will receive paid training.
Company Overview