IT Help Desk Technician job description

An IT Help Desk Technician is a professional who provides technical support and assistance to employees.

IT Help Desk Technician responsibilities include:

• Serving as the first point of contact for employees seeking technical assistance over the phone or email .
• Performing remote troubleshooting through diagnostic techniques and pertinent questions .
• Determining the best solution based on the issue and details provided by customers .

Job Brief:

• We are looking for a competent Help desk technician 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 Help desk technician must have the good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be employee-oriented and patient to deal with demanding employees.
• 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 employees 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 employees
• Walk the employees 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 employee’s status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements in procedures

Requirements and skills :

• Proven experience as a help desk technician or other employee 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
• employee-oriented and cool-tempered
• BSc/BA in IT, Computer Science, or a relevant field