Job brief
We need a capable help desk specialist to offer efficient technical support for computer systems. You will respond to questions about fundamental technical problems and provide solutions.
In order to comprehend the issue and offer the solution, an exceptional help desk representative needs to have strong technical expertise and effective communication skills. To cope with challenging customers, they must also be patient and customer-focused.
Responsibilities
- Assist clients who call or email for technical support by acting as their initial point of contact.
- Utilize diagnostic methods and relevant queries to carry out remote troubleshooting.
- Identify the ideal remedy based on the problem and the information supplied by the clients.
- Guide the client through the resolution of the issue.
- Send unsolved issues to higher-level support staff.
- Give precise information on IT goods or services.
- Create logs to document occurrences, issues, and how they were resolved.
- Monitor and update client status and data.
- Any consumer comments or recommendations should be forwarded to the responsible internal team.
- Identify and make suggestions for any process improvements.
Requirements
- BSC/BA in IT, computer science, or a related discipline
- Proven background in a customer service position such as a help desk technician
- Tech-savvy with practical experience in remote control, databases, and office automation products
- Excellent knowledge of computers, smartphones, and other tech items
- The capacity to recognize and fix simple technical problems
- English language proficiency
- Must possess excellent communication skills
- Must be cool-headed and customer-focused
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