We are looking for a competent Level 1 Help desk technician to provide fast and useful technical assistance for our clients. You will answer queries on basic technical issues and create tickets and assign to technicians.
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.
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Create tickets and assign a resource to resolve the issue
- 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
- Deliver items to clients on an as needed basis
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Excellent communication skills
- Customer-oriented and cool-tempered