IT Help Desk Support 28N25

We are looking for a dedicated and experienced IT Help Desk Support professional to join our dynamic team. In this pivotal role, you will serve as the first line of defense for IT issues, assisting users with troubleshooting and problem-solving IT-related tasks. Your main objective will be to provide exceptional support, ensuring minimal downtime and maintaining smooth operations within the organization. You should be well-versed in various IT systems and possess a strong ability to communicate efficiently and effectively with both technical and non-technical individuals. An ideal candidate will have a customer-focused mindset, relish problem-solving, and stay patient under pressure, aiming to resolve issues swiftly and efficiently.

Responsibilities

• Provide first-level contact and convey resolutions to customer issues promptly.
• Effectively manage and prioritize high volumes of support requests and tasks.
• Conduct troubleshooting through diagnostic techniques and pertinent questions.
• Identify and suggest possible improvements to procedures and processes.
• Walk customers through problem-solving processes using relevant software tools.
• Direct unresolved issues to the next level of support for further assistance.
• Record events and problems and their resolution in logs and databases.
• Follow-up and update customer status and information regularly and accurately.
• Assist in installing, configuring, and maintaining hardware and software components.
• Provide accurate information on IT products or services to customers and colleagues.
• Gather customer feedback and share with relevant departments for continuous improvement.
• Develop and maintain technical documentation for existing and new systems or solutions.

Requirements

• Proven experience in a help desk or customer support capacity, preferably in IT.
• Strong technical skills with a good understanding of computer systems and networks.
• Excellent communication skills and a customer-oriented approach to improving support experiences.
• Familiarity with remote desktop applications and help desk software tools.
• Ability to diagnose and resolve basic technical issues quickly and effectively.
• Efficient problem-solving abilities and capable of working under pressure to meet deadlines.
• Having relevant certifications like CompTIA A+, Network+, or related is highly desirable.