- Serve as the first point of contact for employee seeking technical assistance
- Perform remote troubleshooting
- Determine the best solution based on the issue and details provided by employees
- 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
- Identify and suggest possible improvements on procedures
Proven experience as a help desk technician or other customer support roleTech savvy with working knowledge of office automation products, databases and remote controlGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issuesGood in EnglishExcellent communication skillsCustomer-oriented and cool-temperedBSc/BA in IT, Computer Science or relevant field