- Serve as the first contact with customers who need technical assistance via the phone or email
- Perform troubleshooting using different diagnostic techniques
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues
- Provide quick resolution and excellent customer service
- Redirect unresolved issues to the next level of support personnel
- Provide needed information on IT products or services
- Keep record of problems and their resolution
- Follow-up with Branches
- Provide feedback on processes and make recommendations on areas to improve
- Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
- Suggest improvements on procedures
BA in IT, Computer Science or similar relevant fieldPrevious working experience as an IT Help Desk Min. 1 yearIn-depth knowledge of computer systems and mobile devicesHands on experience with diagnosing and resolving basic technical issuesExcellent communication and interpersonal skillsCustomer-oriented and patient