IT Help Desk Technician

Job Brief

Serve as the first point of contact for customers seeking technical assistance via phone or email.
Perform remote troubleshooting using diagnostic techniques and relevant questions.
Identify the best solution based on the issue and the information provided by customers.
Guide customers step by step through the problem-solving process.
Escalate unresolved issues to the appropriate next-level support team.
Provide accurate information about IT products and services.
Log incidents, problems, and their resolutions in the system.
Follow up with customers and update their status and information.
Communicate customer feedback or suggestions to the appropriate internal teams.
Identify and propose potential improvements to support procedures.

Requirements

Proven experience as a Help Desk Technician or in a similar customer support role.
Strong technical aptitude with working knowledge of office automation tools, databases, and remote support applications.
Good understanding of computer systems, mobile devices, and other technology products.
Ability to diagnose and resolve basic technical issues.
Proficiency in English.
Excellent communication and interpersonal skills.
Customer-focused, calm, and professional under pressure.
BSc/BA in IT, Computer Science, or a related field.