Help Desk/Desktop Support Analyst

About the role

We are looking for a Help Desk/Desktop Support Analyst to join a services team. This position is well suited for someone who enjoys investigating technical issues, improving workflows, and supporting both recurring operations and project-driven work. The role combines hands-on troubleshooting, data-focused tasks, and cross-functional communication to help maintain reliable service and efficient execution.

Responsibilities

• Manage recurring operational activities tied to client and internal projects, including processing requests, preparing reports, validating information, and distributing completed outputs.
• Perform website checks and content maintenance while supporting data-related work such as file updates, issue investigation, and load processing.
• Track incoming customer data to ensure it is received, reviewed, and reflected accurately in connected applications within expected timelines.
• Review current workflows to identify opportunities for greater efficiency, consistency, and quality, then support the rollout of process enhancements.
• Create and maintain clear documentation for procedures, updates, and newly introduced functionality.
• Provide regular status updates to leadership on project progress, risks, issues, and changes that may affect delivery.
• Monitor support channels, respond to questions, and address escalations in a timely and effective manner.
• Diagnose and resolve problems related to production data, system output, or website functionality to minimize disruption.

Requirements

• Demonstrated troubleshooting and analytical skills with the ability to investigate technical and process-related issues effectively.
• Strong attention to detail and a structured approach to following and improving established processes.
• Clear written and verbal communication skills for working with team members, managers, and stakeholders.
• Working knowledge of software development or technical delivery environments.
• Proficiency with Microsoft Windows and Microsoft Office tools.
• Ability to organize competing priorities, manage time effectively, and adapt to changing workloads.
• Experience handling large volumes of data with accuracy and confidence.
• Bachelor’s degree, associate degree in a technical field, or comparable practical experience preferred.