Help Desk Analyst
Job Description
Help Desk Analyst
Location: Onsite (5 Days/Week)
Interview Process: 1st Round – Microsoft Teams | 2nd Round – In-Person
Employment Type: Contract
Position Summary
We are seeking a Help Desk Analyst to serve as the single point of contact for end-user support, providing exceptional customer service and technical assistance. The ideal candidate will have experience managing help desk operations, handling support tickets, troubleshooting technical issues, and utilizing multiple service management platforms.
Required Qualifications
- Minimum 2 years of experience working in a Single Point of Contact (SPOC) Help Desk environment.
- Hands-on experience with Jira Service Management Helpdesk application..
- Experience working with Genesys Cloud contact center and customer experience platform.
- Strong understanding of ACD (Automatic Call Distribution) systems and ticket management processes.
- Excellent customer service and telephone support skills.
- Strong verbal and written communication skills.
- Excellent analytical, troubleshooting, and problem-solving abilities.
- Strong organizational and multitasking skills.
- Ability to work effectively in a collaborative team environment.
Key Responsibilities
- Serve as the primary point of contact for end-user technical support requests.
- Log, track, update, and resolve incidents and service requests through help desk systems.
- Manage and prioritize support tickets according to established SLAs and procedures.
- Utilize Jira Service Management, and Genesys Cloud platforms to support users.
- Troubleshoot hardware, software, application, and access-related issues.
- Escalate complex technical issues to appropriate support teams when necessary.
- Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
- Provide professional customer service via phone, email, and other communication channels.
- Monitor ticket queues and ensure timely issue resolution.
- Follow established help desk procedures and best practices.
Required Skills
- Jira Service Management
- GroupLink eHelpdesk
- Genesys Cloud
- Help Desk / Service Desk Support
- Incident & Ticket Management
- ACD Systems
- Customer Support
- Technical Troubleshooting
- Problem Solving
- Communication Skills
- Documentation & Reporting
Work Schedule: Must be able to work onsite five days per week.
Incorporated in 1991, Real Soft Inc. (RSI) is a US-based global software solutions company, a pioneer in providing professional services and delivering business solutions. Our persistent focus has been on forging strong relationships through service excellence and cost containment for customers.
Address:
125 Village Blvd
Forrestal Village, Suite 200
Princeton, NJ 08540
