Helpdesk Analyst

Key Responsibilities

• Manage Escalations/Ticket Management
• Take ownership of high priority and complex tickets, ensuring they are addressed effectively.
• Primary point of contact for escalated issues, providing guidance and support to analysts and/or customers.
• Advance troubleshooting
• Diagnose and resolve difficult hardware/software issues passed down from Level 1 support analysts.
• Training and development
• Provide guidance and training to support analysts, promoting a culture of continuous improvement, professional growth and to improve resolution time.
• Coordinate Cross-Function Teams
• Collaborate with other relevant departments/teams to facilitate swift resolution of escalated issues, ensuring clear communication and alignment across teams.
• · Experience - Minimum 3 years in customer support, client relations or technical help desk
• · Product Knowledge - Deep understanding of the company's product services and/or software application
• · Technical Skills - Familiarity with Bulloch hardware/software, ticketing platforms, remote support and remote diagnostic tools
• · Softskills - De-escalation and conflict resolution, problem-solving, composure under pressure, communication, analytical, accountability, adaptability
• All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.
• Fraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/. To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.