IT Help Desk Analys

Role Description The IT Help Desk Analyst will provide remote technical support to internal teams and clients, ensuring prompt resolution of IT-related issues. This part-time role involves responding to help desk tickets, diagnosing and troubleshooting hardware, software, and network problems, and escalating complex issues when necessary. The analyst will monitor system and network performance, assist with basic network administration tasks, and help maintain security best practices. Day-to-day responsibilities also include documenting solutions, guiding users through fixes, delivering clear customer service, and collaborating with other technical and consultancy staff to keep operations efficient and secure.

Qualifications

• Candidates should possess strong Information Technology and Troubleshooting skills for resolving user and system issues.
• Candidates should possess Network Administration and Network Security skills to support and safeguard IT infrastructure.
• Candidates should possess excellent Customer Service skills to assist users with patience, clarity, and professionalism.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Experience with common operating systems, productivity tools, and remote support software.
• Ability to work independently in a remote setting, manage priorities, and meet response-time expectations.
• Relevant certification (e.g., CompTIA A+, Network+, or equivalent) or coursework in IT is an advantage.
• Prior experience in a help desk, service desk, or technical support environment is beneficial.