- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilise excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
Proven working experience in providing Help Desk supportProficiency in EnglishWorking knowledge of help desk software, databases and remote controlStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsCustomer service orientationBS degree in Information Technology, Computer Science or equivalent