IT Helpdesk Technician

Job highlights

• Monitoring batch processing flows .

• Serve as the first point of contact for end users seeking technical assistance over the phone, email and/or chat

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by end users

• Walk the end user 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 end user status and information

• Pass on any feedback or suggestions by end users to the appropriate internal team

• Identify and suggest possible improvements on procedures

• Monitoring batch processing flows

• Resolving errors following incident and problem management processes

• Supporting daily change activities

Requirements

• Proven experience as a help desk technician or other customer 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
• Sound understanding and knowledge of Windows-based PCs, Servers and Networking
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• BS/BA in IT, Computer Science or relevant field is a definite plus