Description We are inviting applications for the role of a Help Desk Analyst, based in Norwich, Connecticut. As a Help Desk Analyst I, you will be the initial touchpoint for customers requiring technical support via phone or email. This role offers a contract to hire employment opportunity, where you will be tasked with various responsibilities, ranging from troubleshooting technical issues to suggesting possible improvements on procedures.Responsibilities: Act as the primary contact for customers seeking technical assistance over phone or email, ensuring efficient and effective customer service. Conduct remote troubleshooting using diagnostic techniques and pertinent questions to identify and address customer issues. Determine the most suitable solution based on the issue and details provided by customers, ensuring their satisfaction and understanding of the solution. Guide the customer through the problem-solving process, ensuring they are fully informed at each step of the process. Escalate unresolved issues to the appropriate level of support personnel, ensuring a seamless transition for the customer. Provide accurate information on IT products or services to customers, ensuring they have the necessary knowledge to use these effectively. Record all customer interactions, including events, problems, and their resolution in logs, ensuring accurate documentation for future reference. Regularly update customer status and information, ensuring all records are up-to-date and accurate. Collect feedback or suggestions from customers and relay these to the appropriate internal team, ensuring continuous improvement in our services. Identify potential improvements in procedures and suggest these to the relevant teams, contributing to the overall efficiency and effectiveness of our operations.Requirements Possess a Bachelor's degree in Computer Science, Information Technology, or a related field Have experience with Active Directory and other Microsoft technologies Proficient in troubleshooting hardware, software, and network issues Excellent problem-solving skills and ability to think critically Strong communication skills with the ability to explain technical issues in simple terms Ability to manage multiple tasks and priorities effectively Knowledge of ITIL processes and experience in a service desk environment would be advantageous Must be able to work in a team-oriented environment Availability to work in shifts and provide on-call support if required Experience with service desk tools and ticketing systems would be beneficial Must have strong customer service skills and a positive attitude Ability to maintain confidentiality and adhere to data protection regulations. Technology Doesn't Change the World, People Do.® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .
