Helpdesk Analyst

The Helpdesk Analyst plays a primary role in ensuring the customer experience during support calls to PHRI are handled in a professional manner and are triaged effectively to ensure they are routed to the appropriate support personnel. The Helpdesk Analyst keep current with PHRI ICT systems, services, procedures, and documentation and understand the roles and responsibilities of the different ICT staff have within the Department. In addition to call center responsibilities the Helpdesk Analyst will perform other Helpdesk duties as needed. The Helpdesk Analyst reports to the ICT Operations Manager. 

The Helpdesk Analyst is accountable for, but not limited to, the following responsibilities:

• First level support call taking (phone support)
• Logging, categorization and routing of support requests
• Maintaining predictable and reliable call center phone presence
• Providing a professional and pleasant support call experience
• Other Helpdesk duties as assigned

1. University, College, or Technical Institution education or certifications in IT
2. 1 – 3 years of previous IT related call centre or helpdesk experience
3. A+, MCTS, MCITP or similar certifications or equivalent work experience
4. Strong demonstrable understanding of Microsoft office applications
5. Strong verbal and written communication skills
6. Strong customer service skills
7. Ability and willingness to learn new technologies
8. Ability to work under occasional heavy call loads