IT Technician and Help Desk Support

Job summary

An IT Help Desk Technician is responsible for providing technical support and assistance.

Responsibilities

• Serve as the first contact with users 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 user 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 users 
• 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

Requirements

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and  remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• BT/TS in IT, Computer Science or relevant field