Robert Half
Help Desk Analyst III
Job Location
Oklahoma City, OK, United States
Job Description
Job DescriptionJob DescriptionWe are seeking a skilled Help Desk Analyst III to join our team in Oklahoma City, Oklahoma. This role falls within the technology industry and involves providing frontline support to end users, facilitating their daily business tasks. It offers a long-term contract employment opportunity and requires expertise in Azure Active Directory, SAP, and ServiceNow application.
Responsibilities:
• Act as the first point of contact for end-user support, documenting and resolving requests while escalating when necessary.
• Analyze and assess trends in documented resolutions to prevent future issues.
• Serve as an escalation point for advanced help requests, ensuring efficient resolution.
• Participate in the implementation of software releases and rollouts, ensuring smooth transitions.
• Utilize various tools such as Salesforce Knowledge Based articles, software updates, QRG resources, and diagnostic tools to troubleshoot issues.
• Coordinate with other teams for escalated issues to ensure a timely response.
• Test fixes implemented to confirm the problem has been adequately resolved, performing post-resolution follow-ups as required.
• Contribute to the development of Knowledge Articles (KA) for end users and Help Desk agents.
• Perform other duties as assigned to support the overall functioning of the team.• Must possess strong knowledge and experience in Azure Active Directory
• Demonstrable experience with SAP is required
• Proficiency in the use of ServiceNow Application is essential
• Strong problem-solving skills and the ability to think critically
• Excellent verbal and written communication skills
• Ability to handle multiple tasks simultaneously and prioritize effectively
• Proven customer service skills and the ability to work well in a team environment
• Bachelor's degree in Information Technology, Computer Science, or a related field
• Minimum of 5 years of experience in a Help Desk Analyst role or similar position
• Familiarity with ITIL framework and best practices
• Must be able to work in a fast-paced environment
• Strong understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Willingness to participate in professional development activities to keep up with the latest technology trends.
Location: Oklahoma City, OK, US
Posted Date: 11/1/2024
Responsibilities:
• Act as the first point of contact for end-user support, documenting and resolving requests while escalating when necessary.
• Analyze and assess trends in documented resolutions to prevent future issues.
• Serve as an escalation point for advanced help requests, ensuring efficient resolution.
• Participate in the implementation of software releases and rollouts, ensuring smooth transitions.
• Utilize various tools such as Salesforce Knowledge Based articles, software updates, QRG resources, and diagnostic tools to troubleshoot issues.
• Coordinate with other teams for escalated issues to ensure a timely response.
• Test fixes implemented to confirm the problem has been adequately resolved, performing post-resolution follow-ups as required.
• Contribute to the development of Knowledge Articles (KA) for end users and Help Desk agents.
• Perform other duties as assigned to support the overall functioning of the team.• Must possess strong knowledge and experience in Azure Active Directory
• Demonstrable experience with SAP is required
• Proficiency in the use of ServiceNow Application is essential
• Strong problem-solving skills and the ability to think critically
• Excellent verbal and written communication skills
• Ability to handle multiple tasks simultaneously and prioritize effectively
• Proven customer service skills and the ability to work well in a team environment
• Bachelor's degree in Information Technology, Computer Science, or a related field
• Minimum of 5 years of experience in a Help Desk Analyst role or similar position
• Familiarity with ITIL framework and best practices
• Must be able to work in a fast-paced environment
• Strong understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Willingness to participate in professional development activities to keep up with the latest technology trends.
Location: Oklahoma City, OK, US
Posted Date: 11/1/2024
Contact Information
| Contact | Human Resources Robert Half |
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