Implementation & IT Help Desk
2 weeks ago
IT Help Desk Job Description
Position Overview:
The IT Help Desk is the first line of support for our internal users and external clients experiencing technical issues. This role requires a service-oriented professional with excellent communication skills and a strong technical background. The IT Help Desk Technician will address a wide range of software, hardware, and network issues, ensuring efficient and effective problem resolution and providing high-quality customer service.
Key Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or chat.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and customer details.
- Walk the customer through problem-solving, providing clear and concise instructions.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events, problems, and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any customer feedback or suggestions to the appropriate internal team.
- Identify and suggest possible improvements in procedures.
- 40% to 50% Travel
Qualifications:
- Must have Denticon experience.
- 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.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
- BSc/BA in IT, Computer Science, or relevant field.
- Certification in Microsoft, Linux, Cisco, or similar technologies is a plus.
Skills:
- Strong troubleshooting and problem-solving skills.
- Patience and ability to manage stress.
- Skilled in prioritizing and multitasking.
- Fluent in English (written and spoken), with additional languages being a plus.
Work Environment:
This position may require working in shifts and might involve occasional weekend or evening work, depending on the organization's needs. The IT Help Desk staff may also be part of an on-call rotation for after-hours support.
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