We are looking for a competent Helpdesk Analyst to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Helpdesk Analyst must have a 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.
The goal is to create value for clients that will help preserve the company’s reputation and business.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- 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 customer status and information
- Pass on any feedback or suggestions from customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Requirements
- Proven experience as a help desk technician 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
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field
Minimum skills and experience:
- Minimum 2 years of experience working in single point of contact help desk.
- Experience using GroupLink’s Everything Helpdesk application.
- Strong customer service skills; telephone etiquette.
- Good team-oriented interpersonal skill.
- Good organizational skills.
- Good analytical and problem-solving skills.
- Good oral and written communications skills (technical and non-technical).
- Strong understanding of the ACD system and trouble ticket process.