Job Summary

Help desk support specialists are the go-to people for providing technical assistance and support related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner.

  • Minimum Qualification: Diploma
  • Experience Level: Entry level
  • Experience Length: 3 years

Job Description/Requirements

  • Serve as the first contact with customers who need technical assistance via the phone or email
  • Perform troubleshooting using different diagnostic techniques 
  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues
  • Provide quick resolution and excellent customer service
  • Redirect unresolved issues to the next level of support personnel
  • Provide needed information on IT products or services
  • Keep record of problems and their resolution 
  • Follow-up with customers 
  • Provide feedback on processes and make recommendations on areas to improve
  • Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
  • Suggest improvements on procedures

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