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Title
Text copied to clipboard!Help Desk Technician
Description
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We are looking for a Help Desk Technician to provide technical assistance to our staff. You will be responsible for diagnosing and solving hardware or software faults and troubleshooting basic technology issues. You will be the first point of contact for employees seeking technical assistance over the phone or email. You will be performing remote troubleshooting through diagnostic techniques and pertinent questions. You will also determine the best solution based on the issue and details provided by the customer. You will walk the customer through the problem-solving process and provide accurate information on IT products or services. You will also record events and problems and their resolution in logs. You will follow-up and update customer status and information. You will pass on any feedback or suggestions by customers to the appropriate internal teams. You will identify and suggest possible improvements on procedures.
Responsibilities
Text copied to clipboard!- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
Requirements
Text copied to clipboard!- Proven working experience in providing help desk support
- Proficiency in English
- Working knowledge of help desk software, databases and remote control
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- BS degree in Information Technology, Computer Science or equivalent
- Ability to handle stressful situations
- Ability to work with a team
- Ability to manage multiple priorities in a fast-paced environment
Potential interview questions
Text copied to clipboard!- How do you handle stress and pressure?
- How do you handle failure?
- How do you handle success?
- What are your career goals?
- What is your greatest strength?
- What is your greatest weakness?
- How do you handle change?
- How do you handle difficult situations?
- How do you evaluate success?
- Describe a difficult work situation and how you overcame it.