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Job Description
- Respond to requests for technical assistance in person, via phone, electronically
- Diagnose and resolve technical hardware and software issues
- Research questions using available information resources
- Advise user on appropriate action
- Follow standard help desk procedures
- Log all help desk interactions
- Administer help desk software
- Redirect problems to correct resource
- Identify and escalate situations requiring urgent attention
- Track and route problems and requests and document resolutions
Job Requirements
- Working knowledge of fundamental operations of relevant software, hardware and other equipment
- MAC , Windows
- Knowledge of relevant call tracking applications
- Knowledge and experience of customer service practices
- Related experience and training in troubleshooting and providing help desk support