About the IT Help Desk Technician Position

We are looking for a qualified Helpdesk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on underlying technical issues and offer advice to solve them.

An excellent Helpdesk Technician must have sufficient technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and composed, to deal with demanding customers.

Your goals will be to build value for clients that will help protect the company’s character and business.

IT Help Desk Technician Responsibilities

Serve as the first point of contact for customers exploring technical assistance over the phone or email

Complete remote troubleshooting through diagnostic techniques and pertinent questions

Discover the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process

Direct unsolved issues to the next level of support personnel

Provide detailed information on IT products or services

Record events and problems and their resolution in logs

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements to procedures

IT Help Desk Technician Requirements

Some 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 solve basic technical issues

Proficiency in English

Excellent communication skills

Customer-oriented and cool-tempered

BSc/BA in IT, Computer Science or relevant field

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