The Help Desk Specialist is responsible for providing technical assistance and support related to computer systems, hardware, or software. This role involves responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions.
Key Responsibilities
Technical Support:
Provide first-level contact and convey resolutions to user issues.
Properly escalate unresolved queries to the next level of support.
Track, route, and redirect problems to correct resources.
Troubleshooting:
Identify and resolve technical hardware and software issues.
Diagnose and resolve network connectivity problems.
Advise user on appropriate action.
Customer Service:
Follow up with customers to ensure complete resolution of issues.
Log all help desk interactions.
Administer help desk software.
Maintenance:
Set up new user accounts and profiles and deal with password issues.
Perform scheduled maintenance and upgrades on hardware and software.
Support the roll-out of new applications.
Documentation:
Maintain a record of issues and remedial actions taken.
Document internal procedures.
Prepare activity reports.
Required Qualifications
Education:
High school diploma or equivalent; additional education in IT, computer science, or related fields preferred.
Experience:
Proven experience as a help desk technician or other customer support role.
Tech-savvy with working knowledge of office automation products, databases, and remote control.
Skills:
Excellent communication skills.
Strong problem-solving abilities.
Good understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and resolve basic technical issues
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Human Resources Services
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