Role Description and Responsibilities
The organization is looking for a competent Helpdesk Technician to provide fast and useful technical assistance to a diverse client portfolio, answering queries on basic technical issues and offering advice to solve them. The successful candidate must have an understanding of multiple solutions such as Unified Communications, Network, Telephony, and Cloud, with the ability to communicate effectively to understand the problem, troubleshoot, and articulate updates clearly to the business and the client through to resolution.
Responsibilities include:
Required to assist customers with routine IT issues — more complicated matters are escalated
Serve as the first point of contact for customers seeking 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
Provide accurate information on 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 from customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Key Requirements
Experience as a helpdesk technician or in another equivalent customer support role
Knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications, and Cloud
Ability to diagnose and resolve basic technical issues
Proficiency in English
Excellent communication skills, written and verbal
Customer-oriented, able to work autonomously and under pressure
About You
Client-focused with a commitment to excellent customer service
Ability to work autonomously and as part of a team environment with strong communication and collaboration skills
A strong sense of ownership, the ability to communicate effectively with clients and internal staff across all aspects of the business
Excellent time management skills, attention to detail and process oriented
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