IT Help Desk Specialist

• Perform remote and in person troubleshooting through systems configuration, maintenance, and
• diagnostic techniques and pertinent questions
• Listen attentively to users’ questions and concerns and provide the best solutions and advice on technical issues and details provided by users
• Direct unresolved issues to the next level of support staff
• Walk customers step‐by‐step through the problem‐solving process
• Prioritize customer satisfaction in all communications, and follow up with users to ensure satisfactory service
• Log events and problems and their resolution in the same issue tracking record
• Provide accurate information, quick, and effective assistance with IT products or servicesFollow‐up and update computing items' status and information in CMDB
• Pass on and communicate any feedback or suggestion by users to the appropriate internal team members
• Use feedback from users to improve problem‐solving techniques and customer service
• Represent IT Department with professionalism and integrity while helping to advance department mission
• Identify and suggest possible improvements on procedures
• Attend training sessions to stay current with best practices on how to help users with technical issues
• Business travel is assumed for handling on‐site maintenance or development projects activities from time to time.

 

Knowledge

 

• BSc/BA in Information Technology, Computer Science, Hardware, Software or relevant field
• Comprehensive knowledge and good understanding of computer systems, tech products and experience troubleshooting hardware and software
• Microsoft OS deployment and maintenance experiences are required (Windows 10 & 11)
• Tech savvy with working knowledge and experience of MS office productivity suite products
• Proven experience (at least two years) working as an IT Help Desk Specialist or in a similar customer support role (in IT call centers, customer service, service desk, etc.)
• CompTIA Network+ and A+ Certification or equivalent knowledge are beneficial
• Microsoft Certified Professional (MCP) or Microsoft Technology Associate (MTA) designation is consideredas an advantage

 

Skills

 

• Ability to quickly diagnose and resolve a variety of basic technical issues
• Ability to use software and/or system management tools and techniques and familiar with
• troubleshooting techniques
• Strong problem‐solving, decision making, critical‐thinking, and analytical skills
• Eagerness to learn new systems and technologies, and ability to implement them
• Familiarity with General Business Applications

 

Abilities

 

• Proficiency in English (IELTS Score 4 or Above)
• Excellent written and verbal communication skills
• Commitment to providing exceptional customer service and cool‐tempered
• Patient, friendly demeanor with a great aptitude for listening
• Exceptional teamwork and team‐oriented mindset with an openness to constructive feedback