IT Helpdesk Support

Responsibilities

• Serve as the first contact with customers who need technical assistance via the phone or email
• Perform troubleshooting using different diagnostic techniques
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Provide quick resolution and excellent customer service
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Keep record of problems and their resolution
• Follow-up with customers
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Suggest improvements on procedures

Requirements

• Previous working experience as an IT Help Desk Technician for 1-2 year(s)
• BA in IT, Computer Science or similar relevant field
• In-depth knowledge of computer systems and mobile devices
• Hands on experience with diagnosing and resolving basic technical issues
• Excellent communication and interpersonal skills
• Customer-oriented and patient