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Title
Text copied to clipboard!Help Desk Support
Description
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We are looking for a dedicated and knowledgeable Help Desk Support professional to join our team. The ideal candidate will be responsible for providing technical assistance and support related to computer systems, hardware, and software. This role involves responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions. The Help Desk Support professional will be the first point of contact for employees seeking technical assistance over the phone or email. They will perform remote troubleshooting through diagnostic techniques and pertinent questions, determine the best solution based on the issue and details provided by customers, and walk the customer through the problem-solving process. Additionally, the candidate will be responsible for recording events and problems and their resolution in logs, following up and updating customer status and information, and passing on any feedback or suggestions by customers to the appropriate internal team. The role requires excellent communication skills, a customer-oriented mindset, and the ability to work under pressure. The successful candidate will have a strong technical background, be well-versed in various operating systems and software applications, and possess the ability to explain technical issues in a clear and concise manner. This position offers an opportunity to work in a dynamic environment, where you will be able to grow your technical skills and contribute to the overall success of the organization.
Responsibilities
Text copied to clipboard!- Provide first-level contact and convey resolutions to customer issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route, and redirect problems to correct resources.
- Update customer data and produce activity reports.
- Walk customers through problem-solving processes.
- Follow up with customers, provide feedback, and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Ensure proper recording, documentation, and closure of issues.
- Prepare accurate and timely reports.
- Document knowledge in the form of knowledge base tech notes and articles.
- Maintain a high level of customer satisfaction.
- Stay current with system information, changes, and updates.
- Assist in training new staff members.
- Collaborate with other team members to resolve issues.
- Participate in team meetings and provide input on improving processes.
Requirements
Text copied to clipboard!- Proven working experience in providing help desk support.
- Proficiency in English.
- Working knowledge of help desk software, databases, and remote control.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Customer service orientation.
- BS degree in Information Technology, Computer Science, or equivalent.
- Familiarity with various operating systems and platforms.
- Ability to diagnose and resolve basic technical issues.
- Excellent problem-solving skills.
- Ability to work independently and as part of a team.
- Strong organizational skills.
- Ability to handle stressful situations.
- Willingness to learn and adapt to new technologies.
- Experience with network diagnostics and network analytics tools.
Potential interview questions
Text copied to clipboard!- Can you describe a time when you successfully resolved a difficult technical issue?
- How do you prioritize your tasks when dealing with multiple issues at once?
- What steps do you take to ensure customer satisfaction?
- How do you stay updated with the latest technology trends?
- Can you explain a situation where you had to escalate an issue?
- How do you handle a situation where you do not know the solution to a problem?
- What is your experience with help desk software?
- How do you manage your time effectively in a high-pressure environment?
- Can you provide an example of how you documented a technical issue?
- What strategies do you use to communicate technical information to non-technical users?