Job Description:

Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
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
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures

Requirements

Qualifications:

Atleast 2 years of experience providing level 1 or above help desk support in IT operations
Excellent communication skills
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Patience for dealing with difficult customer-service situations

IT Helpdesk Support