Help Desk Specialist job description

Job brief

We are seeking a Help Desk Specialist to offer users technical support in a timely and correct manner. For the role, you must be focused on providing excellent customer service. As the company's first line of defense, you'll be responsible for basic technical issues resolution and assistance for allotted areas. The objective is to guarantee that customer value is upheld to the standards established by the business.

Responsibilities

• Deliver first-level assistance and client issue resolutions.
• Appropriately advance unanswered questions to the next level of assistance.
• Track, route, and redirect issues to the proper resources.
• Update customer information and activity reports.
• Guide clients through the problem-solving method.
• Utilize multiple internal methods to review customer information in order to give cherished consumers the kind of customer service they deserve.
• In a Windows Domain environment, assist users with technical support remotely and in person.
• Without losing data, move and manage business email accounts across many domains.
• Follow up with clients, give feedback, and see issues through to completion.
• Increase customer satisfaction by using superior customer service techniques.
• Ensure accurate recording, archiving, and closure.
• Suggest changes or enhancements to the technique.
• Maintain and expand your understanding of support desk practices, products, and services.

Requirements

• Bachelor's degree in computer science, information technology, or a related field
• A solid track record of providing Help Desk help
• English language proficiency 
• Working knowledge of databases, remote control, and help desk software
• Strong interpersonal and communication abilities
• Advanced multitasking and troubleshooting abilities
• Customer-centric mindset