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Job Description
- Provide fast and useful technical assistance on computer systems.
- Responsible for providing technical assistance and support related to computer systems, hardware, or software.
Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. - Answer queries on basic technical issues and offer advice to solve them.
- 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 customers.
- The goal is to create value for clients that will help preserve the company’s reputation and business.
Responsibilities
- 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.
- Write training manuals.
- Train computer users.
- 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.
- 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.
Job Requirements
- Proven experience as a help desk technician or other customer support role
- Good understanding of computer systems, Printers, Copiers, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field
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