IT Helpdesk is responsible for providing operation assistance with finding solutions (hardware and software) through programming and analyst skills. As an IT Helpdesk , you are responsible for responding to all operation inquiries and offering operation support to customers under each SLA Agreements. Share and learn the best practice procedure to achieve the company goal.
Be the 1st person responding to all queries from customers and prospects
Diagnosing and solving both hardware and software issues and testing changes to the platform
Logging and keeping records of customer queries using Internal Logging Tools
Following up and making scheduled callbacks to customers where necessary
Identifying and escalating priority issues; redirecting problems to appropriate resources
Work closely with 1st Tier Support Team Leader to maintain standard and procedure
Working collaboratively with other departments such as Development and Implement team
An Associate's degree in computer science or a related field.
Strong working knowledge of computer systems, hardware, and software.
Good problem-solving, analytical, and team-working skills.
Excellent communication and interpersonal skills.
An openness to learning new technologies.
Strong Computer Skills
Ability to Troubleshoot and Diagnose Problems
Experience with Network Repairs and Analysis,
Good Customer Service Skills,
Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience
Writing and Editing Skills to aid in writing and updating manuals