Helpdesk Analyst

Job Description: Responsible for proactive remote support and maintenance around POS systems. Responsible for proactive support and maintenance around desktops and laptops. Improve system performance by identifying problems and recommending changes. Maintaining stock items and ordering new hardware/software requests. Monitors support issues, ensures resolution plans, and reports progress to management. Proactively maintains systems and executes preventative maintenance plans. Monitors system status and reacts to issues as they arise. Communicates with site users regarding any system enhancements and or scheduled upgrades. Additional duties as job requires. Promote an inclusive & supportive approach within the Brand team, with networking continuing at all units. Focuses on removing barriers and empowering growth and opportunity for team members at all levels. Leads by example through Sustainability/Conservation efforts; displays knowledge of efforts in business application as well as giving adequate opportunity for teaching to unit staff as necessary. Engages with SSA/Unit in driving community effort through engagement activities and focus. On opportunities of giving back. Administer and maintain user accounts and access permissions within the ticketing system, ensuring appropriate levels of security and access control. Respond promptly to support requests, providing timely resolutions and escalating complex issues as necessary. Monitor ongoing support cases, develop resolution plans, and provide regular progress updates to management. Triage, prioritize, and resolve help desk tickets originating from automated systems, partners, and both internal and external end users. Conduct daily preventive maintenance checks on servers and websites to ensure optimal performance and system reliability. Deliver technical support for the admissions ticketing and access control system, ensuring seamless operations. Identify, troubleshoot, and resolve documented issues within the ticketing system, implementing effective and sustainable solutions. Qualifications: Strong analysis, organization, communications, interpersonal skills and troubleshooting skills are essential. Problem Solving, LAN knowledge, PC Proficiency, Verbal communication, and phone skills are preferred. Must be willing to work a flexible schedule which may include weekends and holidays. Technical support experience is desired. Other perks/incentives: HMO month 1 Plus 1 Beneficiary for HMO after a year Monthly performance bonus after regularization Engagement activities Annual appraisal 12 Days Leaves Annually US or UK Bank Holidays (depending on account) Birthday incentives Fun working environment