IT Helpdesk Specialist

Helpdesk Specialist provides fast and useful technical assistance on computer systems as well as answering queries on basic technical issues and offer advice to solve them.

An excellent Helpdesk 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 the 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
• Managing Priorities
• End user-oriented and cool-tempered