Help Desk Specialist
Job Summary
- Providing first level contact and convey resolutions to customer issues.
- Properly escalating unresolved queries to the next level of support.
- Tracking, routing and redirecting problems to correct resources.
Responsibilities:
- 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.
- Utilise 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:
- 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.
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