Job Summary: The IT Help Desk Technician will be responsible for providing technical assistance and support related to computer systems, hardware, and software. This role involves responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions.
Key Responsibilities:
- 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.
Requirements:
- 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.
