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Help Desk Analyst Responsibilities and Duties

Analyze client systems and report on performance and functionality.

Communicate technical issues and solutions with clients.

Attend customer requests through telephone, walkups or email to offer creative solutions to users’ computer issues.

Manage relevant technologies’ current knowledge.

Resolve or isolate initial call service requests.

Resolve problems with other resources.

Convey service request status and resolution time by communicating with end-user.

Determine problems and escalate process to resolve customer satisfaction issues.

Notify problem resolution and ensure user satisfaction.

Handle support requests effectively and on time.

Attend IT related issues phone calls from end users.

Determine and capture incidents to communicate issues properly.

Access PCs to resolve issues and prioritize routine work assignments.

Create and update security badges and run reports.

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