Helpdesk Analyst

Job Description:

• Monitor the ServiceNow queue for newly assigned incidents, requests, and tasks; triage and prioritize work in accordance with WCSD requirements.
• Diagnose and resolve complex technical issues related to enterprise-managed mobile devices, laptops, desktops, printers, operating systems, network connectivity, and software applications.
• Provide remote troubleshooting and clear, step-by-step guidance to end users.
• Create, update, and route incidents and requests in ServiceNow in accordance with documented processes.
• Partner with the Project Analyst to document new applications, procedures, and support playbooks.
• Attend project meetings to provide technical input, advise on implementation approaches, and help identify risks and dependencies.
• Collaborate with internal technical teams to resolve advanced issues and drive timely outcomes.
• Serve as a mentor and escalation point for complex technical issues, coach teammates on troubleshooting approaches and customer communication.
• Act as a subject matter expert for specialized technologies and support initiatives.
• Document issues, troubleshooting steps, and resolutions in ServiceNow with clear, complete notes to enable consistent support and knowledge transfer.
• Participate in ongoing training to remain current on new technologies, tools, and support practices.

Qualification:

• 2 to 3 years of relevant experience
• Enterprise technical support experience
• Good to have experience in ServiceNow ticketing system and Wealth Brokerage applications