Help desk Specialist provides fast and useful technical assistance on computer systems. He will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. Responsibilities
Serve as the first point of contact for end users seeking technical assistance over the phone, ticketing system, and emails.
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Experience in supporting end users on a corporate network; specifically support involving Switches, Subnets, Routers, VLANs, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.
Determine the best solution based on the issue and details provided by end users
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 end user’s status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements in procedures
Manage PC setup and deployment for new employees using standard hardware, images and software
Perform timely workstation hardware and software upgrades as required
Diagnosing and solving hardware/software faults
Managing and troubleshooting any end-user equipment printers, scanners and VC
Responsible to track assets and document the details
Follows and implements company’s data security rules
Requirements and Qualifications
BSc/BA in IT, Computer Science or relevant field or equivalent years of hands-on experience
Years of experience at least 3 years
Above average knowledge of networking protocols, especially TCP/IP.
Proven experience as a help desk specialist or other customer support role
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Good knowledge of Microsoft Excel, Word and PowerPoint
Ability to diagnose and resolve basic technical issues
Proficiency in English
Having a good knowledge of
CompTIA A+ ITIL Foundation. Microsoft Certified Solutions Associate on Windows 10.
Excellent communication skills at all levels in the company
