کارشناس IT Help Desk

Job Description

• Perform remote and in-person troubleshooting through systems configuration, maintenance, and diagnostic techniques, and pertinent questions.
• Listen attentively to users’ questions and concerns, and provide the best solutions and advice on technical issues and details provided by users.
• Direct unresolved issues to the next level of support staff.
• Walk customers step‐by‐step through the problem‐solving process.
• Prioritize customer satisfaction in all communications, and follow up with users to ensure satisfactory service.
• Log events and problems, and their resolution in the same issue tracking record.
• Provide accurate, quick, and effective assistance with IT products or services.
• Follow‐up and update the computing items' status and information in the CMDB.
• Pass on and communicate any feedback or suggestions from users to the appropriate internal team members.
• Use feedback from users to improve problem‐solving techniques and customer service.
• Represent the IT department with professionalism and integrity while helping to advance the department's mission.
• Identify and suggest possible improvements on procedures.
• Attend training sessions to stay current with best practices on how to help users with technical issues.
• Business travel is assumed for handling on‐site maintenance or development project activities from time to time.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, Hardware, Software, or a relevant field.
• Comprehensive knowledge and good understanding of computer systems, tech products, and experience troubleshooting hardware and software.
• Microsoft OS deployment and maintenance experiences are required (Windows 10 and 11).
• Tech-savvy with working knowledge and experience in MS Office.
• Proven experience (at least two years) working as an IT Help Desk Specialist or in a similar customer support role (in IT call centers, customer service, service desk, etc.).
• CompTIA Network+ and A+ Certification, or equivalent knowledge, are beneficial.
• Microsoft Certified Professional (MCP) or Microsoft Technology Associate (MTA) designation is considered an advantage.

Skills:

• Ability to quickly diagnose and resolve a variety of basic technical issues.
• Ability to use software and/or system management tools and techniques, and familiar with troubleshooting techniques.
• Strong problem‐solving, decision-making, critical‐thinking, and analytical skills.
• Eagerness to learn new systems and technologies, and the ability to implement them.
• Familiarity with general business applications.

Abilities:

• Proficiency in English (IELTS score 4 or above).
• Excellent written and verbal communication skills.
• Commitment to providing exceptional customer service and being cool‐tempered.
• Patient, friendly demeanor with a great aptitude for listening.
• Exceptional teamwork and team‐oriented mindset with an openness to constructive feedback.