Analyst, Helpdesk

We at Athena empower exceptional talent with boundless opportunities to achieve more. We achieve this by pairing exceptional Executive Partners (XPs) from the Philippines and Kenya with our driven clients and ensuring both receive ongoing support throughout the journey. The result is 10x more leverage, more time, and a greater impact on our clients' work and lives.

With a waitlist growing by the day, Athena has already showcased compelling demand. As part of the Athena team, you will have an exponential opportunity, empowering the fiercely ambitious to reach the most audacious goals.

*Role Overview*
The Analyst, Helpdesk role is vital for addressing employee inquiries, issues, and requests efficiently. The position plays a key role in resolving problems promptly and continuously improving support processes, ensuring the organization operates smoothly.

*Duties & Responsibilities*

• Inquiry Management: Handle employee inquiries via Zendesk, ensuring clear and efficient communication and problem resolution.
• Ticket Triage: Direct inquiries to the appropriate expert (POC) for a swift and accurate resolution.
• Communication Management: Keep ticket submitters updated on their ticket status, ensuring transparency and effective communication.
• SLA Compliance: Resolve all issues timely, adhering to our service level agreements (SLAs) for improved employee satisfaction.
• Knowledge Base Management: Update the knowledge base with troubleshooting steps and resolutions, enhancing our support resources.
• Process Improvement: Identify recurring issues and suggest system improvements through monthly reporting and interdepartmental collaboration.

Skills

• Analytical Skills: Proficient in diagnosing and resolving complex issues efficiently, using logical steps and consulting relevant documentation. This is essential for maintaining effective problem-solving within the Helpdesk team.
• Customer Service Skills: Exceptional ability to provide outstanding assistance to employees, ensuring swift and courteous resolution of issues. This is fundamental to maintaining a high level of service within the company.
• Communication Skills: Strong verbal and written communication abilities, ensuring clear and effective information and solution delivery to ticket submitters.
• Resourcefulness: Ability to find creative and practical solutions to issues, effectively utilizing available resources to resolve queries or problems. This is key to maintaining a proactive and efficient Helpdesk team.
• Technical Skills: Proficient in using relevant tools and technologies (like Zendesk) to ensure effective ticket management and issue resolution.
• Time Management Skills: Excellent in prioritizing tasks and managing time effectively, ensuring timely responses to employee inquiries and efficient issue resolution. This is crucial for meeting SLAs and maintaining high levels of employee satisfaction.

*Competencies*

• Attention to Detail: Exhibits thoroughness and accuracy in addressing all aspects of an employee's query or concern, ensuring comprehensive and precise responses and solutions.
• Initiative: Demonstrates readiness and willingness to proactively assist employees and solve problems without always needing explicit guidance or instruction.
• Assertiveness: Shows confidence in handling employee inquiries and reaching out to other departments/SMEs/POCs, ensuring that issues are addressed promptly and effectively.
• Team Collaboration: Works effectively in a team, sharing knowledge and resources, fostering a collaborative environment, and providing comprehensive support and solutions to employees.
• Adaptability: Displays flexibility and resilience in adjusting to changing priorities and evolving helpdesk trends.
• Customer Focus: Committed to delivering high-quality service and support, enhancing employee satisfaction and engagement.

Relevant Experience Required

• At least 1 year experience in customer service/experience.

*Direct Reports and Span of Control*

• Preferably with experience on Helpdesk ticketing tools (such as Zendesk)
• Educational and Certification Requirements
• Graduate of any 4-year bachelor's degree

This is an Individual Contributor role