JOB DESCRIPTION

* Serve as the first point of contact for employees seeking technical assistance over the phone, email, or in person.

* Perform remote troubleshooting through diagnostic techniques and pertinent questions.

* Determine the best solution based on the issue and details provided by employees.

* Walk employees through the problem-solving process.

* Direct unresolved issues to the next level of support personnel.

* Provide accurate information on IT products or services.

* Record events and problems and their resolution in logs.

* Follow-up and update employee status and information.

* Pass on any feedback or suggestions by employees to the appropriate internal team.

* Identify and suggest possible improvements on procedures.

REQUIRED SKILLS AND 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.

* Good understanding of computer systems, mobile devices, and other tech products.

* Ability to diagnose and resolve basic technical issues.

* Excellent communication skills.

* Customer-oriented and cool-tempered.