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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 Received Incidents
- Administer help desk software
- Redirect problems to correct resource
- Identify and escalate situations requiring urgent attention
- Prepare activity reports
- Inform management of recurring problems
- Stay current with system information, changes and updates
Job Requirements
- University degree in the field of Engineering /computer science and/or 1- 3 years equivalent work experience.
- Oral and written communication skill
- Hands-on experience in troubleshooting hardware.
- Customer service orientation
- Oral and written communication skill
- Attention to detail
- Stress tolerance
- Working knowledge of fundamental operations of relevant software, hardware and other equipment
- Knowledge of relevant call tracking applications
- Knowledge and experience of customer service practices.
