Help Desk Technician

We are looking for a reliable Help desk technician to provide useful and fast technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
The successful Help desk technician 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.

Walk customer through the problem-solving process
Serve as the first point of contact for customers seeking technical assistance over the email and phone
Determine the best solution based on the issue and details provided by customers
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Identify and suggest possible improvements on procedures
Direct unresolved issues to the next level of support personnel
Pass on any feedback or suggestions by customers to the appropriate internal team
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
Skills
Grade 11-12, Diploma degree in IT, Computer Science or similar field
Proven experience as a help desk technician or other customer support role
Proficiency in English
Tech savvy with working knowledge of office automation products, databases and remote control
Ability to diagnose and resolve basic technical issues
Good understanding of computer systems, mobile devices and other tech products
Excellent communication skills
Customer oriented and cool-tempered

R8330-R13550