IT Helpdesk Executive
4 weeks ago
· Candidate will support employees located in US and Europe via phone and e-mail in a courteous manner. · Assist end user on Laptop issues, Application, Network, MS Outlook etc. and be a first point of contact for IT, providing support remotely.
· Troubleshoot both Windows and Mac computers remotely.
· Identify and learn appropriate software and hardware used and supported by the organization. · Build rapport and elicit problem details from help desk customers. · Prioritize and schedule problems. Escalate problems to the appropriately next level analysts when required. · Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. · Apply diagnostic utilities to aid in troubleshooting. · Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. · Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. · Test fixes to ensure problem has been adequately resolved. · Perform post-resolution follow-ups to help requests. · Develop KB articles on frequently asked questions lists for end users.
Requirements:
· Must be a graduate. · Exceptional written and oral communication skills. Candidate must have experience supporting users from US or Europe via calls and email. · Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. · Strong documentation skills. · Ability to perform L1 troubleshooting of Network and VPN. · Ability to absorb and retain information quickly. · Ability to present ideas in user-friendly language. · Highly self-motivated and directed. · Keen attention to detail.
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