JOB DESCRIPTION

HELPDESK SUPPORT

Helpdesk Support is in charge of offering technical support and help to end users, both internal and external, with an emphasis on making sure hardware, software, and computer systems operate smoothly and efficiently. This position is essential to sustaining and improving user productivity in general, fixing technical problems, and providing excellent customer service.

This job description is meant to be used as a broad reference and should be modified to meet the particular needs of the company and the degree of helpdesk support provided.

Key Responsibilities:

  • Technical Assistance: Answer questions from end users by phone, email, or in person. Troubleshoot technical problems with network, hardware, and software systems. Give users step-by-step instructions on how to solve problems. Diagnose more complicated technical problems and report them to the relevant teams or higher-level support personnel.
  • Support for Applications and Software: Help users with the installation, updating, and troubleshooting of software. Teach end users how to make efficient use of software and applications. To fix software-related issues, work together with software developers or vendors.
  • Hardware Assistance: Assist users with hardware-related problems, such as troubleshooting, peripherals, and computer setup. Arrange for any necessary hardware replacements or repairs.
  • User Account Administration: User accounts, passwords, and permissions can be created, changed, and maintained. Change user passwords and make sure system access is safe.
  • Record-keeping: For reference, keep up-to-date records of common technical problems and their fixes. When necessary, record new protocols and procedures.
  • Remote Assistance: For users who are off-site, such as those who work remotely or from home, offer remote help. Use remote support tools for problem-solving and troubleshooting.
  • Customer Support: By attentively listening to user concerns, demonstrating empathy, and keeping a professional tone, you may provide outstanding customer service. Inform users of the progress of their support inquiries.
  • Observation and Documentation: Keep an eye on the health of the system and spot possible problems before they get out of hand. Create and keep up reports on user satisfaction and helpdesk performance.
  • Education and Training: Organize training programs and write user manuals to assist users in becoming more tech-savvy.
  • Elevation and Succession: If required, escalate unsolved problems to specialist teams or higher-level support. Users should be contacted again to make sure problems are fixed and to get their opinions on the support received. 

Qualifications:

  • High school graduation or its equivalent; a bachelor's or associate's degree in a related discipline is preferred.
  • Demonstrated expertise working in a help desk or in technical support.
  • Strong technical understanding of hardware, software, and operating systems.
  • Good communication and problem-solving abilities.
  • A customer-focused strategy that prioritizes providing outstanding service.
  • Familiarity with ticketing systems and remote support technologies.
  • It is beneficial to know about ITIL or other comparable service management frameworks.
  • The capacity to function both individually and as a team.

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