IT Help Desk Technician

Roles and responsibilities

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company's reputation and business.

• 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
• 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 customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

• User Support: Responding to and resolving IT support requests from employees, including hardware, software, and network issues.

• Troubleshooting: Diagnosing technical problems by gathering information from users and performing initial troubleshooting steps.

• System Maintenance: Performing routine maintenance on IT equipment, including installing updates and patches for software and operating systems.

• Documentation: Maintaining accurate records of support requests, resolutions, and IT inventory in ticketing systems.

• User Training: Providing training and guidance to users on software applications, hardware usage, and best practices for IT security.

• Network Assistance: Assisting with basic network troubleshooting, including connectivity issues and printer problems.

Desired candidate profile

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
Proficiency in English
Excellent communication skills
Customer-oriented and cool-tempered
BSc/BA in IT, Computer Science, or relevant field

Technical Proficiency: Solid understanding of operating systems (e.g., Windows, macOS), software applications, and basic networking principles.

Troubleshooting Skills: Strong analytical skills to diagnose and resolve technical issues effectively.

Communication Skills: Excellent verbal and written communication skills for interacting with end-users and documenting issues.

Customer Service Orientation: A friendly and patient approach to helping users, with a strong focus on customer satisfaction.

Time Management: Ability to manage multiple support requests and prioritize tasks effectively