As our Service Desk Support Technician, you will interact with company employees over the phone, in person, or via video conferencing to resolve reported issues. This position is responsible for providing end-user, software, and hardware support. Rely on instructions and pre-established guidelines to identify, research, and resolve technical problems presented through Service Desk tickets. Documents, tracks, and monitors the issue to ensure a timely resolution.
Key Responsibilities: Monitor tickets in the ticketing system. Troubleshoot, triage, and resolve trouble tickets related to technical difficulties with hardware and software. Verify issue resolution on the customer’s behalf. Verify with the customer that the issue has been resolved and update the ticketing system. Communicate plan, progress, and issues promptly. Actively contribute to ongoing process improvement.
Requirements: 2-3 years of customer support/Help Desk experience is required. Supporting Microsoft environments, preferably in a help desk environment English advanced B2+ 85-90% Strong communication (written and verbal), interpersonal, and analytical skills Ability and desire to provide excellent customer service to internal and external customers Working knowledge of MS operating systems and applications, IOS and Android Ability to work independently and in a dynamic environment
