Help Desk

Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

Responsibilities

·         Monitor and respond quickly and effectively to requests received through the IT help desk

·         Respond to customer queries by phone and email

·         Create step-by-step training material with screenshots for clients

·         Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware

·         Document internal procedures

·         Maintain daily performance of computer systems

·         Ask educated questions and listen to customers to determine root cause of issues

·         Work through the problem-solving process with customers, empowering them to do the same in the future

·         Run diagnostic problems to resolve problems

·         Clean up computers

·         Train incoming staff

·         Report significant and recurring issues to the tier-2 support team

·         Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems

·         Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting

Requirements

·         BSc/BA in IT, Computer Science, or related field

·         Proven experience as a Help Desk Technician or other customer service role

·         Ability to diagnose and resolve basic computer/technical issues

·         Excellent communication skills

·         Keen attention to detail, memory of patterns, and interest in problem-solving

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