Information Technology Service Desk

Job Description We are looking for a competent Service Desk Agent to provide quick and effective technical assistance related to software and hardware. You will answer queries on basic technical issues, resolve or offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem, explain its solution and be able to document in detail. They must also be customer-oriented and patient to deal with difficult callers. The goal is to create value for clients that will help preserve the company’s business continuity. Responsibilities

• Serve as the first point of contact for associates seeking technical assistance over the phone
• Perform remote diagnostics and troubleshooting through pertinent questions and established procedures
• Determine the best solution based on the issue and details provided by 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
• Document events and problems and their resolution in logs
• Follow-up and update customer status and information
• Identify and suggest possible improvements on procedures Requirements
• Proven experience as a Service Desk Technician or other technical 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 (both written and spoken)
• Excellent communication skills
• Customer-oriented and cool-tempered
• Preferably with experience in Retail