Helpdesk

Job description

Technical Troubleshooting

Strong foundational knowledge of Operating Systems

Helpdesk Software & Tools

• Familiarity with ticketing systems (e.g., Jira, Zendesk) and remote desktop tools (e.g., AnyDesk, TeamViewer)

Communication & Interpersonal Skills

• Excellent verbal and written English, with the ability to explain complex technical solutions simply to non-technical users.

Customer Service Orientation

• Patience, empathy, and a highly professional demeanor when dealing with frustrated or confused users.

Problem-Solving & Diagnostics

• Ability to ask targeted diagnostic questions and logically eliminate common issues.The Help Desk Executive is responsible for providing front-line primary technical support to end-users on various technical issues and problems relating to hardware, software, and peripherals. This person will also provide exceptional customer service, resolve issues promptly, and maintain the service desk's efficiency.Act as the first point of contact for end-users seeking technical assistance.
• Record, track, and manage support tickets using company helpdesk software.
• Perform remote troubleshooting and walk clients through problem-solving steps.
• Escalate unresolvable or complex issues to higher-tier technical support teams.
• Maintain accurate records and document solutions in the company knowledge base.

Qualifications

BACHELOR OF ARTS