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Title
Text copied to clipboard!Help Desk Analyst
Description
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We are looking for a skilled Help Desk Analyst to join our team. In this role, you will be responsible for providing technical assistance and support related to computer systems, hardware, or software. You will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. You will also be responsible for maintaining daily performance of computer systems, responding to email messages for customers seeking help, asking questions to determine the nature of the problem, and walking customers through the problem-solving process. You will install, modify, and repair computer hardware and software, clean up computers, run diagnostic programs to resolve problems, resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. You will also follow up with customers to ensure the issue has been resolved, gain feedback from customers about computer usage, and run reports to determine malfunctions that continue to occur.
Responsibilities
Text copied to clipboard!- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to queries either in person or over the phone.
- Write training manuals.
- Train computer users.
- Maintain daily performance of computer systems.
- Respond to email messages for customers seeking help.
- Ask questions to determine the nature of the problem.
- Walk customer through the problem-solving process.
- Install, modify, and repair computer hardware and software.
- Clean up computers.
Requirements
Text copied to clipboard!- 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.
- Proficiency in English.
- 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.
- Experience with remote desktop applications and help desk software.
Potential interview questions
Text copied to clipboard!- How do you handle stress and pressure?
- What is your greatest strength?
- What is your greatest weakness?
- How do you handle difficult customers?
- What are your technical certifications?