Help Desk Support

Responsibilities/Job Duties: 

• End-user Support: Provide technical support to perform troubleshooting for hardware issues of desktop/laptop users, network printers, Ethernet, Wi-Fi connections and computer administration. 
• 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 
• Direct unresolved issues to the next level of support personnel 
• Asset Management: Maintain equipment and records of inventory maintenance, recycle and reporting 
• Communication: Clearly communicate with managers, co-workers and end users to ensure the understanding of the proper use of technology and any troubleshooting that may be needed 
• Record events and problems and their resolution in logs 
• Follow-up and update customer status and information 
• Infrastructure Support: Maintain SLA compliance, identify common issues and make recommendations so that systems can function in a faster, dependable, and more secure manner by use of help desk to gather tickets raised by end users for problems by monitoring and tracking them 
• Pass on any feedback or suggestions by customers to the appropriate internal team 
• Identify and suggest possible improvements on procedures 

Qualifications: 

• 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 
• Ability to diagnose and resolve basic technical issues 
• Proficiency in English 
• Strong customer service and communication (written and verbal) skills 
• Customer-oriented and cool-tempered 
• Degree in IT, Computer Science or relevant field 
• Experience working with a Helpdesk ticketing system