help desk data analyst

Overview

First point of contact: Answering user inquiries (phone, email, chat) and resolving technical issues. Troubleshooting: Diagnosing and resolving hardware, software, and network problems. Documentation: Logging issues, tracking resolutions, and updating the knowledge base. Problem escalation: Identifying and escalating complex issues to appropriate teams. User training: Providing guidance and training on using technology. Software/Hardware management: Installing, configuring, and maintaining software and hardware. Data Analyst Responsibilities: Data collection and analysis: Gathering, cleaning, and analyzing data related to help desk tickets, incidents, and user behavior. Trend identification: Identifying patterns and trends in data to pinpoint areas for improvement in support processes. Reporting and visualization: Creating reports and dashboards to communicate data insights. Process optimization: Using data analysis to identify areas for streamlining workflows and improving efficiency. Data-driven decision making: Providing data-based recommendations for improving support services and business operations. Key Skills for a Help Desk Data Analyst: Technical Skills: Strong troubleshooting abilities, understanding of IT infrastructure, experience with ITSM tools. Data Analysis Skills: Proficiency in data analysis tools (e.g., SQL, Excel, Power BI), understanding of statistical methods. Communication Skills: Excellent verbal and written communication to effectively communicate technical information to non-technical users. Problem-solving skills: Ability to diagnose issues, find solutions, and implement improvements. Customer service skills: Patience, empathy, and ability to handle customer inquiries professionally. In essence, the Help Desk Data Analyst role requires a blend of technical support skills with data analysis expertise to optimize help desk operations and improve overall business outcomes.

Job Types: Full-time, Permanent, Fresher

Pay: ₹18,500.00 - ₹38,500.00 per month

Benefits:

• Provident Fund

Schedule:

• Day shift

Work Location: In person