Serves as the primary point of contact for end users seeking technical assistance. Provide support, troubleshoot issues, and ensure effective communication between end users and the IT department, resolving technical problems promptly and maintaining a high level of customer satisfaction.
• Serve as the first point of contact for end users seeking technical assistance via phone, ticketing system, email, and in-person.
• Provide remote troubleshooting and support through diagnostic techniques and pertinent questions.
• Support end users on a corporate network, including Switches, Subnets, Routers, VLANs, DNS, Network Shares, Network Storage, File/Print services, Directory Services, etc.
• Determine the best solution based on the issue and details provided by end users.
• Walk the users through the problem-solving process, ensuring clear and concise communication.
• Escalate unresolved or complex issues to the appropriate level of support personnel.
• Provide accurate information on IT products or services and assist with product recommendations.
• Record events, problems, and their resolution in logs and knowledge base systems.
• Follow up with end users to ensure their issues are resolved and update their status and information.
• Collect and pass on user feedback or suggestions to the appropriate internal team for continuous improvement.
Education
Bachelor's degree in IT, Computer Science, Engineering, or relevant field, or equivalent years of hands-on experience.
Experience
From 1 to 3 year of experience in a help desk specialist or user support role.