Job Summary
As a Help Desk Assistant, you will provide technical support and assistance to computer users, ensuring smooth operation of IT infrastructure.
You will resolve issues related to hardware, software, and network, and contribute to improving IT services.
Key Duties and Responsibilities
- First-Line Support: Respond to customer inquiries via phone, email, or chat promptly.
- Issue Resolution: Diagnose and troubleshoot hardware and software problems.
- Documentation: Maintain documentation for support processes, troubleshooting steps, and important system updates.
- Ticket Management: Log incidents and service requests accurately in the ticketing system and monitor their progress.
- User Training: Provide guidance and training to users on IT systems and usage.
- System Monitoring: Regularly monitor systems to ensure consistent performance and identify potential issues.
- Hardware Setup: Assist in configuring and setting up hardware like workstations, printers, and peripherals.
- Escalation: Escalate complex problems to higher-level support personnel or specialized teams.
Required Skills and Qualifications
- Technical Proficiency: Strong knowledge of computer systems, software, and networks.
- Communication Skills: Excellent verbal and written communication skills for effectively interacting with users and team members.
- Problem-Solving Skills: Ability to think analytically to diagnose and resolve technical issues efficiently.
- Customer Service Orientation: Patience and a positive attitude toward assisting users with varying levels of technical knowledge.
- Organizational Skills: Ability to manage multiple tasks and prioritize effectively.
- Attention to Detail: Ensure accuracy in documentation and when following procedures.
- Learning Ability: Willingness to stay updated with the latest technology trends and tools.
- Team Player: Collaborative mindset working well within a team environment.
Preferred Qualifications
- Certification in IT-related fields such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.
- Previous experience in a help desk or technical support role.
- Familiarity with Help Desk ticketing systems and remote support tools.