IT Help Desk Technician

Role Overview: As an IT Help Desk Technician, your primary responsibility will be to provide technical assistance to customers who require support with computer systems. You will serve as the initial point of contact for customers seeking help over the phone or through email. Your role will involve troubleshooting various technical issues using diagnostic techniques to ensure quick and efficient problem resolution. Additionally, you will be responsible for maintaining records of reported problems and their solutions, as well as providing feedback on process improvements. Key Responsibilities: - Serve as the initial contact for customers in need of technical assistance via phone or email - Perform troubleshooting using a variety of diagnostic techniques - Diagnose and resolve technical hardware and software issues - Provide prompt resolution and exceptional customer service - Escalate unresolved issues to higher-level support personnel - Offer information on IT products and services - Keep detailed records of reported problems and their resolutions - Follow up with customers to ensure satisfaction - Provide input on process enhancements and recommend areas for improvement - Maintain technical documentation and service catalog related to software installation, hardware configuration, and troubleshooting - Propose procedural improvements to enhance efficiency Qualifications Required: - Previous experience working as an IT Help Desk Technician for at least 1 year - Bachelor's degree in IT, Computer Science, or a related field - Profound knowledge of computer systems and mobile devices - Hands-on experience in diagnosing and resolving basic technical issues - Excellent communication and interpersonal skills - Customer-focused mindset with patience and empathy,