Helpdesk analyst 3 years of experienceShore 360

Roles and Responsibilities
The role of the Helpdesk Analyst is to provide a proactive management on unassigned, backlogs, and escalated tickets to their specific SLA timeframes and collaborate with the Development and Content teams to assist and determine technical support to the tickets.
Ensure testing is performed in test environments before the configuration is implemented into production environments and proactively participate with the development sprints to maintain current knowledge of functional, operational, and technical aspects of the client's products.
The Helpdesk Analyst is expected to produce standard and ad-hoc reports for clients, create and configure new tenant or subdomain(s), implement site configuration changes to meet the client's requirements, and update client's site configuration documentation with any changes that have been made within agreed timeframes.
Required Experience
- 3 years of experience in a Service Desk or Customer Service role
- 3 years of experience in Technical IT Ops/System Admin role
- Experience in SaaS based application support
- Experience in Microsoft Office Operating Systems
- Experience in Customer Service or Service desk and call logging systems (Zendesk, Jira, Freshdesk, Genesys)
A Successful Candidate must have
- Good understanding of computer systems (hardware, software, and application), mobile devices, and other tech products
- Excellent customer service skills
- Strong communication skills (verbal and written)
- Strong work ethics
- Enthusiasm, can-do attitude, and unshakable positivity
- Customer-oriented and cool-tempered
- Demonstrated high levels of reliability, flexibility, and adaptability
- Ability to work well with others
- Ability to liaise with employees at all levels
- Ability to work on own initiative and prioritise own workload efficiently
- Ability to effectively deal with conflict (internally and externally)
- Ability to adapt and work in a fast-paced environment
Experience Advantage
- Tertiary education/certification in Information Technology
Perks
- Free barista-style coffee and subsidised canteen
- Medical and dental insurance
- Highly engaged team
- Great culture
- Fun and family-oriented working environment
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Description
Roles and Responsibilities
The role of the Helpdesk Analyst is to provide a proactive management on unassigned, backlogs, and escalated tickets to their specific SLA timeframes and collaborate with the Development and Content teams to assist and determine technical support to the tickets.
Ensure testing is performed in test environments before the configuration is implemented into production environments and proactively participate with the development sprints to maintain current knowledge of functional, operational, and technical aspects of the client's products.
The Helpdesk Analyst is expected to produce standard and ad-hoc reports for clients, create and configure new tenant or subdomain(s), implement site configuration changes to meet the client's requirements, and update client's site configuration documentation with any changes that have been made within agreed timeframes.
Required Experience
- 3 years of experience in a Service Desk or Customer Service role
- 3 years of experience in Technical IT Ops/System Admin role
- Experience in SaaS based application support
- Experience in Microsoft Office Operating Systems
- Experience in Customer Service or Service desk and call logging systems (Zendesk, Jira, Freshdesk, Genesys)
A Successful Candidate must have
- Good understanding of computer systems (hardware, software, and application), mobile devices, and other tech products
- Excellent customer service skills
- Strong communication skills (verbal and written)
- Strong work ethics
- Enthusiasm, can-do attitude, and unshakable positivity
- Customer-oriented and cool-tempered
- Demonstrated high levels of reliability, flexibility, and adaptability
- Ability to work well with others
- Ability to liaise with employees at all levels
- Ability to work on own initiative and prioritise own workload efficiently
- Ability to effectively deal with conflict (internally and externally)
- Ability to adapt and work in a fast-paced environment
Experience Advantage
- Tertiary education/certification in Information Technology
Perks
- Free barista-style coffee and subsidised canteen
- Medical and dental insurance
- Highly engaged team
- Great culture
- Fun and family-oriented working environment
Requirements * Minimum education level: Bachelor ́s Degree
Years of experience: 3
Availability for travel: No
Availability for change of residence: No
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