Helpdesk Analyst

As a Helpdesk Analyst at Certify, your primary responsibilities will be troubleshooting IT issues for remote staff, tracking user issues in JIRA Helpdesk, and providing administrative support for user accounts. You'll act as a liaison between various teams and vendors to facilitate seamless IT operations.

To qualify for the Helpdesk Analyst role at Certify, you need at least two years of experience in a technology-focused environment, proficiency in both Windows and Mac OS, and a strong customer service ethic. Demonstrating the ability to learn new technologies and effectively manage your tasks in a remote setup is also crucial.

At Certify, Helpdesk Analysts play a key role in the onboarding process by assisting new hires with technical setups and ensuring a smooth transition into the team. You’ll also be responsible for off-boarding personnel, ensuring all accounts and permissions are handled properly.

Helpdesk Analysts at Certify typically use JIRA Helpdesk for issue tracking, various operating systems like Windows and Mac OS for troubleshooting, and Google applications such as Sheets, Forms, and Slides to support administrative tasks.

Certify fosters a supportive and meritocratic work culture where every voice is valued. As a Helpdesk Analyst, you can expect a collaborative environment focused on trust and transparency, encouraging personal and professional growth.

Start by gathering as much information as possible about the issue, including error messages and the steps leading to it. Then, guide the employee through common troubleshooting steps, such as restarting the application, checking for updates, or verifying network connections, before escalating the issue if necessary.

Effective prioritization is key in a Helpdesk Analyst role. I would assess each request based on urgency, the impact on business operations, and service level agreements. Utilizing a ticketing system like JIRA helps in efficiently managing and prioritizing tasks.

Certainly! In a previous role, I dealt with a recurring network connectivity issue that affected multiple users. I collaboratively diagnosed the problem with the network team, implementing a solution that not only resolved the current issue but also enhanced overall network performance for the future.

In my previous positions, I was responsible for creating and maintaining user accounts, managing permissions, and ensuring proper security protocols were followed. I have hands-on experience with resetting passwords and unlocking accounts as well.

Customer service is at the heart of technical support. I've built my approach around active listening, empathy, and clear communication to ensure users feel understood and supported. My goal is to provide solutions while maintaining a positive and professional rapport.

I utilize JIRA Helpdesk for effective issue tracking, documenting all reported problems, resolutions, and communication. This systematic approach not only helps in current troubleshooting but also builds a knowledge base for future reference.

I stay updated by regularly participating in webinars, subscribing to tech blogs, and engaging with professional networks. Continuous learning helps me adapt to and embrace new tools that can enhance my support capabilities.

If faced with a question I'm unsure about, I remain calm and reassure the user that I will find a solution. I would research the issue, consult with colleagues or online resources, and follow up promptly to provide accurate information.

In such situations, I would practice patience and active listening to fully understand their concerns. Acknowledging their frustration and providing clear, step-by-step solutions can often help alleviate tension and restore their confidence in our support.

A successful Helpdesk Analyst combines technical proficiency with exceptional customer service skills. The ability to communicate clearly, think critically, and approach problems with a positive attitude fosters trust and reliability within the organization.