Purple Cloud IT
Help Desk Analyst
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Company Description
Purple Cloud IT is a local Managed Service Provider supporting businesses with day-to-day IT needs, from resolving technical issues to advising on hardware and software upgrades. The company focuses on improving performance and security of IT environments, implementing backup solutions, and protecting critical business data. Services include network implementation for small businesses, Office 365 and SharePoint support, remote and on-site IT assistance, and IT equipment setup. Purple Cloud IT also offers website development and hosting, security enhancements, GDPR compliance support, and VPN solutions. The team aims to be a trusted IT partner, providing flexible, affordable services without long-term contracts.
Role Description
This is a part-time, remote Help Desk Analyst role. The Help Desk Analyst will be the first point of contact for clients, responding to IT support requests via phone, email, and documenting, prioritizing, and resolving incidents in a timely manner. Day-to-day tasks include troubleshooting desktop and laptop issues, supporting printers and peripherals, assisting with network connectivity, and providing guidance on Office 365 and other common business applications. The role involves monitoring and escalating complex technical problems, coordinating with senior technicians when necessary, and following established procedures to maintain system performance and security. The Help Desk Analyst will also contribute to knowledge base documentation, maintain accurate records of work performed, and deliver professional, customer-focused service at all times.
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Qualifications
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- Candidates should possess Customer Support skills, with the ability to communicate clearly, manage expectations, and provide patient, service-oriented assistance.
- Candidates should possess experience working with Desktop Computers and related devices such as laptops, printers, and common business applications.
- Candidates should possess solid Analytical Skills to diagnose problems, identify root causes, and propose effective solutions.
- Relevant additional qualifications may include familiarity with Windows operating systems and Office 365, basic networking knowledge, and an understanding of security and backup best practices.
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