POSITION SUMMARY:

The role will handle daily operations such as user management, license allocation and functional support, escalating more complex issues to the relevant team members or third-party technology partners, as needed.

ESSENTIAL FUNCTIONS:

Provide first-line technical support for software, and application-related issues through Helix (ITSM Tool).
Log all service desk calls and tickets accurately in Helix (ITSM Tool) ensuring detailed information is captured.
Identify, diagnose, and resolve issues, escalating to second/third-line support when necessary.
Assist with queries and issues related to specific applications and software used by the organization.
Provide end-user guidance on application functionality, configuration, and usage.
Offer guidance and training to users on basic IT and application-related queries.
Provide excellent customer service by ensuring issues are resolved in a timely and professional manner.
Assist with user account creation and permissions management.
Maintain accurate and up-to-date documentation of solutions and processes.
Contribute to the knowledge base by documenting common issues and resolutions for future reference.
Liaise with other support teams and departments to ensure seamless service delivery.
Communicate clearly and effectively with users at all levels of technical proficiency.
Provide feedback to management on recurring issues and suggest improvements to IT services and processes.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

Basic understanding of IT systems, networks, and applications.
Familiarity with common operating systems (Windows, MacOS) and standard software applications (Microsoft Office, etc.)
Basic knowledge of application support and troubleshooting.
Strong verbal and written communication skills.
Ability to explain technical issues to non-technical users in a clear, patient manner.
Analytical thinking and troubleshooting skills with a focus on delivering solutions.
Ability to quickly diagnose and prioritize issues based on business impact.
Strong focus on customer satisfaction and providing high-quality service.
Patience, empathy, and a positive attitude when dealing with user concerns.
Previous experience in a service desk or application support role.
Knowledge of ITIL practices or certification.
Experience with service desk software such as Helix or equivalent tools.

Apply for this Job

* Required

First Name *

Last Name *

Email *

Phone *

Location (City) *

Resume/CV *

Dropbox Google Drive

(File types: pdf, doc, docx, txt, rtf)

Cover Letter

Dropbox Google Drive

(File types: pdf, doc, docx, txt, rtf)

When autocomplete results are available use up and down arrows to review

+ Add another education

Address *

Please type in your full address including street, city, state, and postal code.

Education *

Current Salary *

Expected Salary *

Notice period *

Applicant Disclosure *

I have reviewed Interpublic Group’s (IPG’s) Applicant Recruitment Privacy Notice and I understand, agree and consent to the collection, transfer, processing, use and disclosure of the personal information I submit through this website and which is otherwise collected about me as outlined in the Privacy Notice.

Additionally, I certify the information submitted in this profile, including my resume, related attachments and any other information that I or anyone acting on my behalf provides to the IPG during the hiring process, is accurate and complete. I understand any misrepresentation or omission in this profile will be cause for denial or termination of employment.

I further understand, depending upon my location or the location of the job, my employment offer may be contingent upon the results of a background check as provided by IPG policy. I release IPG, its employees and parent company from any and all liability in connection with any such contact or disclosures.

Enter the verification code sent to to confirm you are not a robot, then submit your application.

Security Code *

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.

Support Analyst

Apply for this Job