Job Description

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.• Build rapport and elicit problem details from help desk customers.• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.• Apply diagnostic utilities to aid in troubleshooting.• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.• Identify and learn appropriate software and hardware used and supported by the organization.• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.• Test fixes to ensure problem has been adequately resolved.• Perform post-resolution follow-ups to help requests.• Develop help sheets and knowledge base articles for end users.• Perform related duties consistent with the scope and intent of the position.

++ Job Requirement - The ability to think logically - A good memory of how software and operating systems work - Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution - The ability to work well in a team - Problem solving skills - A strong customer focus - The ability to priorities your workload - Attention to detail.