IT Help Desk

Job Duties & Responsibilities:

1. Responds to and investigate customer/end-user inquiries, concerns, and issues via phone, mail, and e-mail in a timely and courteous manner. 
2. Diagnose and resolve technical hardware and software issues
3. Provide helpdesk support and resolve problems for the end users, maintaining their satisfaction.
4. Research questions using available information resources (service desk knowledge base).
5. Advise the user on appropriate actions through troubleshooting steps.
6. Follow help desk procedures.
7. Log all help desk activities & incidents.
8. Redirect problems to the appropriate team.
9. Identify and escalate situations requiring urgent attention.