Help Desk Analyst Ii
CurrentDocuments reported problems in IT tracking system and provides first level support to customers. Provides exceptional customer service and is able to multitask. Analyzes reported problems and assigns a severity based on department service levels. Troubleshoots problems in system applications and standard workstations. Communicates status of open problems to clients and escalates issues as required. Maintains current knowledge in hardware, network, and software used in the organization. Has a good understanding of network infrastructure and network topologies.Strong written and verbal communication and interpersonal skills; able to work under very stressful situations and with interruptions; very good organizational, time management; customer service and problem solving skills; Ability to provide accurate and detailing information; ability to work independently and as part of a team; ability to exercise initiative, good judgment and discretion. Excellent communication skills with the ability to clearly and effectively communicate with technical and non-technical audiences both verbally and in writing. Demonstrated typing skills.Responsibilities 1. Customer Service and Technical support communication with over 40k+ Employees Provides support to YNHHS Employees to resolve IT related issues related to Software and hardware issues with Microsoft, Apple, HP, Ricoh, Zebra and many more vendors.2. Reporting and Tracking in Service Now. Document and report all customers' problems accurately and professionally, ensuring appropriate action, and responsiveness to users.3. Troubleshoot and address any reported issues accordingly, while escalating all emergency situations to appropriate teams and departments.4. Security Verify personnel access accounts and login before password changes and revokes access using documented processes.5. Training and Educating end users Advanced learning by attending provided In Service Education sessions.
