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Job Description
- We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems.
- You will answer queries on basic technical issues and offer advice to solve them and move to branches locations if the case needs for on-site actions
- An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
- They must also be customer-oriented and patient to deal with difficult cases.
- The goal is to create value for clients that will help preserve the company’s reputation and business.
- Serving as the first point of contact for employees seeking technical assistance over the phone, email or on site
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Move to branches to support sales teams and meet service levels
- Determining the best solution based on the issue and details provided by employees
- Serve as the first point of contact for employee seeking technical assistance on site, over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by employees
- Walk the employee through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update case status and information
- Pass on any feedback or suggestions by employees to the appropriate internal team
- Identify and suggest possible improvements on procedures
Job Requirements
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Good in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- Certificate in IT, Computer Science or relevant field is highly recommended
