Job Summary

IT Help Desk Technician

Key Responsibilities

• Serving as the first point of contact for customers seeking technical assistance over the phone or email

 • Performing remote troubleshooting through diagnostic techniques and pertinent questions

 • Determining the best solution based on the issue and details provided by customers

Skill Requirements

• Serve as the first point of contact for customers seeking technical assistance over the phone or email

 • Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unresolved issues to the next level of support personnel

• Provide accurate information on IT products or services

• Record events and problems and their resolution in logs

• Follow-up and update customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Identify and suggest possible improvements on procedures

Other Requirements

Good Communication skills