Time Study is seeking a dynamic Help Desk Analyst to join our team. A successful candidate will have experience in Help Desk operations, Help Desk ticketing systems, software end-user support, and client services. Candidate must also possess excellent problem-solving skills, have strong organization and time-management skills, a solutions-oriented attitude, and the ability to work independently as well as a valued team member.

This position offers the opportunity for increased responsibilities and growth potential working in a dynamic tech startup in New York City.

This position is Part-Time 15-25 hours per week, Monday-Friday during our regular business hours (9am-5pm ET) and is based in our Newark office.

Job Type: Part-Time

Job Location: Newark

Examples of what you’ll be doing:

  1. Develop a thorough understanding of Time Study’s products and offerings.

  2. Responsible for the daily administration of the help desk.

  3. Answers customer inquiries received via phone and service desk. 

  4. Assists with completing tasks such as updating security & access controls, adding/removing accounts, updating software guides and knowledge bases, etc.

  5. Analyzes tickets to determine the best course of action.

  6. Escalates Tier II and Tier III tickets and accurately documents and communicates the client’s needs to the engineering team.

  7. Appropriately documents all tickets in Help Desk system for accurate tracking of service levels and other KPI. 

  8. Creating and processing service tickets for client inquiries received via phone request, voicemail or outside of the help desk.

  9. Responsible for overseeing assigned tickets from start to finish. Communicates with the client while the ticket is in process. In charge of client follow up once the ticket is resolved.

  10. Ensures that the help desk runs smoothly by properly triaging tickets and ensuring that service levels are maintained.

Qualifications:

  • 1-year experience in a Helpdesk support role (desired: SaaS/software support experience)

  • Excellent customer service skills

  • Outgoing personality

  • Ability to explain IT concepts to all levels of end-users

  • Excellent organization skills and ability to prioritize workload

  • Excellent written and verbal communication skills

Performance Measures

  1. Client Satisfaction scores.

  2. Successful ticket resolution (% of reopens)

  3. % of tickets meeting our service levels.

  4. Ticket triage accuracy. 

  5. Compliance with business processes and help desk procedures.