Who are we looking for?
We are looking for a competent IT Help Desk Technician to provide fast and useful technical assistance on computer systems. You will 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. The ideal candidate will be a IT Help Desk Technician that is a professional and provides technical support and assistance to internal IT customers, whether on the phone or in person.
What will you do?
- 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
- Communicate effectively to gather appropriate information regarding computer related problems
- Make timely decisions about the most efficient solutions to issues
- Coordinate with internal departments and external service providers to ensure solutions
- Install, format and maintain desktop and laptop computers
- Run repairs and replacements on computer hardware
- Set up, test and troubleshoot local and remote wireless access and network connectivity
