Help Desk Technician

JOB DESCRIPTION

• Serve as the first point of contact for employees seeking technical assistance over the phone, email, or in person.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Determine the best solution based on the issue and details provided by employees.

• Walk employees 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 employee status and information.

• Pass on any feedback or suggestions by employees to the appropriate internal team.

• Identify and suggest possible improvements on procedures.

REQUIRED SKILLS AND EXPERIENCE

• 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.

• Excellent communication skills.

• Customer-oriented and cool-tempered.