Helpdesk Analyst I

Job Description

Position Summary:

A Help Desk Analyst I, is responsible for providing technical assistance and support to end-users within an organization. They are typically the first point of contact for users experiencing technical difficulties and play a crucial role in ensuring that technology resources are functioning effectively and efficiently. The position calls for a practical understanding of the ITIL framework, proficiency with customer support skills, and the ability to triage, handle, and/or escalate appropriately and document reported incidents, requests, and problems.
Responsibilities:

• Serve as the primary support team to all Bentley System employees.
• Promote and maintain a high-quality service and professional support for all Bentley employees, via tickets, phone calls, and chat support.
• Consistently deliver quality colleague service, aligned with the agreed Service Level Agreements.
• Work with the relevant stakeholders (IT Teams) and Level 2 and 3 support teams to resolve all customer incidents and requests.
• Correctly document and resolve all colleague incidents and requests. Leverage the Bentley Service Management system for effective documentation.
• Diagnose, troubleshoot, and resolve incidents, using documented procedures and solutions.
• Maintain communication with colleagues on the progress of all escalated incidents and requests.
• Assist in creating Service Desk procedures.
• Create/maintain knowledge base articles, for prompt and accurate support.
• Responsible for Software Access.
• Global support needs 24*7 availability. This involves working in various shifts.
• The role needs you to perform as an individual contributor and team player. You should be a self-starter and can work effectively with least supervision.

Required Knowledge, Skills, Abilities, And Experience:

• 2 to 4 years’ experience as a Technical Support Analyst.
• Bachelor’s Degree and equivalent work experience.
• Excellent Spoken and written English is a must. Skills in other languages can be useful.
• Excellent telephone communication skills.
• Strong user experience focus.
• Ability to think outside the box and take a proactive approach.
• Excellent follow up and time management skills.
• Ability to troubleshoot and effectively document the actions.
• Expertise troubleshooting for Microsoft products and other operating platforms.
• Expertise in remote laptop/desktop support.
• ITIL and Microsoft certifications will be advantageous.
• Knowledge of security compliance will be plus.

What We Offer:

• A great Team and culture – please see our Recruitment Video.
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
• Competitive Salary and benefits.
• The opportunity to work within a global and diversely international team.
• A supportive and collaborative environment.
• Colleague Recognition Awards.
   

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Apply Directly on Employer's Site
Bentley Systems  

  

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