Responsibilities
- Serve as the first point of contact for internal users seeking technical assistance over the phone or email or any other medium
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by users
- Walk the users through the problem-solving process
- Responding to client support requests.
- Contacting clients to find out the nature of the problem.
- Troubleshooting hardware and software issues.
- Installing and maintaining hardware and computer peripherals.
- Installing and upgrading operating systems and computer software.
- Troubleshooting networking and connection issues.
- Advising on software or hardware upgrades.
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT services and application and support mechanisms
- Record events and problems and their resolution in logs
- Follow-up and update user status and information
- Pass on any feedback or suggestions by users to the appropriate internal team
- Identify and suggest possible improvements to procedures
Eligibility Requirements:
- Proven experience as ahelp desk technicianor other support technician role
- Tech savvy with working knowledge of MS office, Teams/Zoom, and remote technologies
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Good written and verbal communication skills.
- Customer-oriented and cool-tempered
- Bachelors degree / Masters degree
