Oracle HCM Helpdesk Analyst

Job Title:

Oracle HCM Helpdesk Analyst Location & Work Model:

Remote Department:

Global Customer & IT Support

About the Role: Join our global support team as the first point of contact for our US-based users. You will be instrumental in providing timely, clear, and effective technical assistance, ensuring a seamless and positive customer experience. Your exceptional communication skills are the key to success in this role.

Key Responsibilities: Provide Tier 1 technical support via phone and chat, acting as the initial point of contact for incoming user queries and issues. Perform accurate diagnostics, troubleshoot basic hardware, software, and network issues, and escalate complex tickets to Tier 2 teams with detailed notes. Log, track, and manage all incidents and service requests using our IT Service Management (ITSM) tool, ensuring accurate and timely documentation. Adhere to established Service Level Agreements (SLAs) for response and resolution times. Maintain a high standard of customer service, demonstrating empathy, patience, and professionalism in all interactions.

Must-Have Qualifications: 1-3 years of proven experience in a technical contact center, help desk, or IT support role. Exceptional, clear, and fluent English verbal communication skills are non-negotiable. Proven ability to understand various English accents, including American Southern accents. Excellent written English skills for professional ticket documentation and chat/email support. Customer-focused attitude with strong problem-solving and active listening abilities. Ability to work flexible shifts to provide coverage during core US business hours.