[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