Senior IT Help Desk Executive

Occupation Description

The Senior IT Help Desk Executive provides technical assistance and support related to computer systems, hardware, or software. He/she provides user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action, respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

Job Scope

• Respond to requests for technical assistance in person, via phone, chat, or email.
• Act as the first point of contact for business users seeking technical assistance over the phone, or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Diagnose and resolve technical hardware and software issues, and determine the best solution based on the issue and details provided by business users.
• Research questions using available information resources.
• Walk the business users through the problem-solving process, and follow up with customers and users to ensure complete resolution of issues.
• 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 business user’s status and information.
• Pass on any feedback or suggestions by business users to the appropriate internal team.
• Identify and suggest possible improvements in procedures.
• Follow standard help desk procedures and administer help desk software.
• Identify and escalate situations requiring urgent attention.
• Inform management of recurring problems.
• Stay current with system information, changes, and updates.
• Help update training manuals for new and revised software and hardware.
• Train computer users as necessary.

Education and Most Common Work Experience Requested

• Bachelor’s degree in fields related to Computer Science.
• 3+ years of related experience; previous experience in real estate is preferred.
• Related experience and training in troubleshooting and providing help desk support.