IT Help Desk

• Job brief
• We are looking for a competent Service desk Engineer to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
• An excellent Service desk Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
• The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities intro

• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Install, configure, and upgrade PC operating systems and software.
• Install and maintain related equipment (Printers, scanners, etc.)
• Troubleshoot, diagnose, and resolve incoming requests relate to IT issues.
• Install antivirus and anti-malware
• Maintain technical documentation for hardware and software used by users.
• Support users who need technical assistance via phone, remotely or site visit.

• Proven experience as a Service desk Engineer or other customer support role
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English will be an asset.
• Excellent communication skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant fie
• CompTIA, Security+, MCSA, CCNA is a plus