IT Help Desk Technician provides technical assistance on computer systems and serves as the first contact for customers who need technical assistance over the phone or email.
IT Help Desk Technician responsibilities
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Serve as the first contact with customers who need technical assistance via the phone or email
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Perform troubleshooting using different diagnostic techniques
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Troubleshoot, diagnose, and resolve technical hardware and/or software issues
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Provide quick resolution and excellent customer service
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Redirect unresolved issues to the next level of support personnel
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Provide needed information on IT products or services
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Keep record of problems and their resolution
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Follow-up with customers
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Provide feedback on processes and make recommendations on areas to improve
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Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
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Suggest improvements on procedures
IT Help Desk Technician requirements
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Previous working experience as an IT Help Desk Technician for 1 year
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BA in IT, Computer Science or similar relevant field
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In-depth knowledge of computer systems and mobile devices
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Hands on experience with diagnosing and resolving basic technical issues
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Excellent communication and interpersonal skills
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Customer-oriented and patient
