Requirements:
BSc/BA in IT, Computer Science or relevant field
In-depth knowledge of computer systems and mobile devices
Hands on experience with diagnosing and resolving basic technical issues
Excellent communication and interpersonal skills
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
Ability to diagnose and resolve basic technical issues
Key Responsibilities:
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
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Troubleshoot, diagnose, and resolve technical hardware and/or software issues
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Provide needed information on IT products or services
Keep record of problems and their resolution
Provide feedback on processes and make recommendations on areas to improve
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
Suggest improvements on procedures
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
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