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Job Description
- Research and identify solutions to software and hardware issues
- Responsible for the maintenance, configuration, and reliable operation and troubleshooting of the technical issues, including account setup, network configuration and business applications for computer systems.
- Follow standard help desk procedures.
- Resolve technical problems with Local Area Networks and Wide Area networks.
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Respond to clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged and Follow-up and update customer status and information.
- Prioritize and manage several open issues at one time.
- Provide accurate date of completion for the problem resolution
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare and record accurate reports in a timely manner for help desk interactions. Document technical knowledge in the form of notes and manuals inform management of recurring problems and suggest possible improvements on procedures.
- Train the users as necessary for their systems.
- Responsible for the relevant tools and accessories.
- Maintain jovial relationships with clients and Pass on any feedback or suggestions by customers to the appropriate internal team.
Job Requirements
- Age : max 35 years