IT Service Desk Contractor

Enter Job Description...

The IT Helpdesk Support Contractor will provide technical assistance to end-users, ensuring smooth operation of computer systems and excellent customer service.

This position involves both in-person and phone-based interactions.

Responsibilities:

1. First Point of Contact

Serve as the initial point of contact for customers seeking technical assistance via phone, chat, or email.

Respond promptly and professionally to inquiries.

2. Remote Troubleshooting

Perform remote troubleshooting using best practice diagnostic techniques and relevant questions.

Identify and diagnose technical issues efficiently.

3. Solution Determination

Analyze the issue details provided by customers.

Determine the best solution based on the problem description.

4. Problem-Solving

Walk customers through the problem-solving process.

Escalate unresolved issues to the appropriate support level.

5. Technical Information

Provide accurate information about IT products and services.

Maintain detailed records of events, problems, and resolutions.

6. Feedback and Improvements

Gather feedback and suggestions from customers.

Communicate relevant insights to the internal team.

Qualifications

Proven experience as a helpdesk technician or in a similar customer support role.

Tech-savvy with working knowledge of office automation products, databases, and remote control tools.

Good understanding of computer systems, mobile devices, and other tech products.

Ability to diagnose and resolve basic technical issues.

Excellent communication skills and a customer-oriented approach.

Bachelor's degree in IT, Computer Science, or a relevant field.

Desired Skills

Familiarity with ITIL workflow, interactive voice response systems, and quality monitoring.

Proficiency in English, verbally and in writing.

Cool-tempered and patient when dealing with challenging customers.

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Diversity, Equality, and Inclusivity This means a deep commitment to each other equally, in an open, diversified team environment. We strive to be as diverse as the clients and employees we partner with. We embrace people of any race, ethnicity, national origin, religion, gender identity, and sexual orientation. LanceSoft is a certified Minority Business Enterprise (MBE).

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