Help Desk Analyst II

Company: Robert Half
Location: Brisbane
Posted on: January 27, 2023

Job Description:

Ref ID: 562832Classification: Help Desk Analyst IICompensation: $38.00 to $40.00 hourlyYou could join the Robert Half team if you are looking for work as a Help Desk Analyst ll! We especially want to hear from you if you have a can-do attitude and are looking to be part of a highly motivated team. If you're looking for work where you can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services, this Help Desk Analyst ll role might be for you. You might find yourself creating knowledge articles and arranging training for other Help Desk Analysts when needed. You will spend your time handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. Another important piece of knowledge you should have as the Help Desk Analyst ll is how your role relates to IT projects and IT Service Management initiatives. This Help Desk Analyst ll position absolutely must understand Incident, Problem, Change Management and other processes. If you understand how these processes work together to provide superior support and high availability of our business, you will have an edge over the competition. If you are a self-confident, motivated person with a strong work ethic and excellent communication skills - and you enjoy a fast-paced team-driven environment - we invite you to apply. This Help Desk Analyst II opportunity is located in Brisbane, California and will be a long-term contract / temporary position.Your responsibilities

• Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues.
• Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment.
• Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
• Provide guidance to Tier 1 support and team members.
• Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
• Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory.
• This job succeeds when it can facilitate user account management by handling onboarding, change and departure processes.

Keywords: Robert Half, San Francisco , Help Desk Analyst II, Professions , Brisbane, California