Helpdesk Specialist

Job Description

We are looking for a customer service oriented Helpdesk Specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Responsibilities

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 the problem-solving process

Follow up with customers, provide feedback and see problems through to resolution

Utilise excellent customer service skills and exceed customers’ expectations

Ensure proper recording, documentation and closure

Recommended procedure modifications or improvements

Preserve and grow your knowledge of help desk procedures, products and services

Requirements

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