IT Helpdesk - Temp to Permanent Position
We are looking for a competent Help desk technician to provide fast and useful technical assistance to our valued clients. The goal is to create value for them that will help preserve their company’s reputation and business. Ideal candidate must have good technical knowledge, excellent communication and interpersonal skills. Patience and customer service skills highly recommended in order to deal with potentially difficult situations. You will respond to online tickets & phone queries on basic technical issues, taking time to clearly understand the problem, offer advice in resolving them or explaining an appropriate and timely solution to clients.
• First point of contact for customers seeking technical assistance over the phone or email
• Perform remote 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
• Escalate issues, feedback or suggestions by customers to Team lead where appropriate
• Identify and suggest possible improvements on procedures to the team.
• Proven experience as a Help desk technician or other customer support role
• Working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Tech savvy with ability to diagnose and resolve basic technical issues quickly
• Proficiency in English
• Team player with Excellent communication and interpersonal skills
• Customer-oriented and patient in dealing with various situations.
Please send all resumes to jobs @ITProAct.com