What are the responsibilities and job description for the Help Desk Analyst III position at Robert Half?
Service Desk Agent Job Purpose
Offer support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.
Service Desk Agent Job Duties
• Responding to support requests via ServiceNow or phone
• Training other staff members on troubleshooting and diagnosing problems
• Writing, editing, and revising training manuals for new and updated software and hardware
• Writing, editing, and revising knowledge articles
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues
• Installing or changing software to fix issues
• Remotely accessing hardware or software for clients to make changes and fix problems
Service Desk Agent Skills and Qualifications
Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems, Familiarity with PC Hardware and Software, Experience with Network Repairs and Analysis, Good Customer Service Skills, Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience, Writing and Editing Skills to aid in writing and updating manuals, Education in Computer Repairs and how to Troubleshoot Problems, and Specific Knowledge of other required Computer Systems for different work environments.
Requirements
ServiceNow Platform, MS Windows 10, PC Hardware, Enterprise Software
Offer support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.
Service Desk Agent Job Duties
• Responding to support requests via ServiceNow or phone
• Training other staff members on troubleshooting and diagnosing problems
• Writing, editing, and revising training manuals for new and updated software and hardware
• Writing, editing, and revising knowledge articles
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues
• Installing or changing software to fix issues
• Remotely accessing hardware or software for clients to make changes and fix problems
Service Desk Agent Skills and Qualifications
Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems, Familiarity with PC Hardware and Software, Experience with Network Repairs and Analysis, Good Customer Service Skills, Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience, Writing and Editing Skills to aid in writing and updating manuals, Education in Computer Repairs and how to Troubleshoot Problems, and Specific Knowledge of other required Computer Systems for different work environments.
Requirements
ServiceNow Platform, MS Windows 10, PC Hardware, Enterprise Software