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Help Desk Analyst

Location Richmond, United States
Posted 09-September-2021
Adhere to incident management, problem management, change management, and knowledge management best practicesLog all help desk calls or email requests into the current IT Service Management System and updates incident and/or problem informationAbility to quickly diagnose, organize, and prioritize competing deadlines and properly setting service expectations with clientsUtilize advanced features in MS Office Suite and Adobe applications to resolve complex document issuesAnalyze, troubleshoot and resolve problems with a goal of 85% First Call ResolutionUtilize and troubleshoot web-based applications

1+ years Microsoft product support experience and proficiency with the latest Windows and Microsoft Office Suite versionsAdvanced level skills required in Word and OutlookCertification in Microsoft Office Suite preferredSupport experience with Service Now, SCCM, Mobile Device Management, Citrix, VPN and Remote Desktop Services on all platforms and any other legal applications is preferredAdvanced knowledge and support of various mobile email devices (iOS, Android, etc.)Outstanding professional communication skills, a customer comes first attitude, professional phone demeanor and ability to deal with multiple tasks in a rapid, constantly evolving environment along with a strong customer attitude, have a strong belief that the customer always comes firstExcellent grammar, spelling, and punctuation skillsWorking knowledge of network and PC, and laser printer hardware components configuration and diagnostic utilities

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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