- ● 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 support● Proficiency in English● Working knowledge of help desk software, databases and remote control● Strong client-facing and communication skills● Advanced troubleshooting and multi-tasking skills● Customer service orientation● BS degree in Information Technology, Computer Science or equivalent