We are offering a contract for a permanent position in Phoenix, Arizona for a Help Desk Analyst in the Chemicals Manufacturing industry. The role involves providing user-friendly ICT support to internal customers, offering first-line support for incidents and requests, and implementing improvements to enhance the system's overall performance.
Responsibilities:
• Provide first-line incident and request support to swiftly restore user operation and prevent recurring issues
• Install necessary software to facilitate user-friendly ICT support
• Carry out continuous system analysis and suggest enhancements to boost overall system performance
• Develop, store, and distribute technical documents in accordance with the knowledge management standard
• Create comprehensive user guidelines for specific desktop products, software programs, or systems to foster independent usage and prevent recurrent issues
• Execute administrative and maintenance tasks to ensure standards adherence, including preventive maintenance on client systems, hardware repair, and inventory maintenance
• Maintain up-to-date ticketing records
• Stay updated with the latest developments in the specific field to provide a service that is continuously based on updated knowledge and share this expertise within the ICT department
• Train internal customers in technical solutions for business processes
• Participate in a rotation system to be available for emergency service as the on-call technician.
• Possess an extensive knowledge of the Chemicals Manufacturing industry.
• Proven experience as a Help Desk Analyst or similar role in customer support.
• Proficient in working with Ticketing Systems for managing and resolving issues.
• Demonstrated ability to handle Service Desk Tickets effectively and efficiently.
• Strong problem-solving skills with a focus on providing exceptional customer service.
• Excellent communication and interpersonal skills to interact with internal teams and customers.
• Familiarity with various operating systems and platforms.
• Ability to diagnose and resolve technical hardware and software issues.
• Knowledge of network security practices and anti-virus programs.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Willingness to work in shifts and be available for on-call duties.
• Relevant certifications in IT and Help Desk support would be a plus.
• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
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