Key Accountabilities
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Track computer system issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal teams.
- Provide prompt and accurate feedback to Employees.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with Employees to ensure their IT systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals.
- Diagnose and troubleshoot basic technical issues.
- Provide step-by-step technical help, both written and verbal
Education, Experience and Skills Education:BS degree in Information Technology, Computer Science or equivalent. Experience and Skills:1 to 3 years of experience in providing help desk support.Hands-on experience with Windows OS.Good understanding of computer systems, mobile devices and other tech products.Familiarity with remote desktop applications and help desk software.Additional certification in Microsoft and Cisco or similar technologies is a plusPositive AttitudeStrong Communication SkillsAnalytical and process-orientedExcellent problem-solving and communication skills.