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Job Description
Job description:
- Monitor and respond quickly and effectively to requests received through the IT helpdesk.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to queries either in person or over the phone & E-mail.
- Write training manuals.
- Create step-by-step training material with screenshots for clients.
- Maintain daily performance of computer systems.
- Respond to email messages for customers seeking help.
- Ask questions to determine nature of problem.
- Walk customer through problem-solving process.
- Install, modify, and repair computer hardware and software.
- Clean up computers.
- Run diagnostic programs to resolve problems.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Install computer peripherals for users.
- Follow up with customers to ensure issue has been resolved.
- Gain feedback from customers about computer usage.
- Run reports to determine malfunctions that continue to occur.
- Document problem situation.
- Follow up ticketing system and make sure everything is documented in our system.
- Manage Help Desk tickets in a timely manner.
- Escalate issues to the next Tier with next level of difficulty.
- Movement from one branch to another.
Job Requirements
- Bachelor’s degree in computer science, information technology, or a similar field.
- 2 years working as a "IT Help Desk”.
- Advanced knowledge of computer hardware systems and software systems.
- Knowledge of help desk software and remote-access systems.
- High-level communication skills.
- Ability to troubleshoot complex hardware and software issues.