IT Support Technician
5 days ago
We are currently hiring a skilled Service Desk Agent to join our team at lxbfYeaa.
About the JobThe Technical Support Representative will be responsible for providing top-notch technical support to employees in a 24/7 operating model. The successful candidate will work closely with the IT department to resolve issues and improve overall customer satisfaction.
Main Responsibilities:
- Provide technical support to employees via phone calls and ticketing system.
- Escalate unresolved incidents or requests to the concerned team with initial diagnosis.
- Act as a single point of contact between employees and IT departments.
- Document all interactions by logging tickets on the ITSM system.
- Verify resolution with end-users and resolve assigned incidents.
- Identify priority issues and raise them to the concerned team for further action.
- Classify incident types and service interruptions.
- Categorize and record reported tickets with solutions.
- Respond systematically to day-to-day operational needs during changes, avoiding service disruptions.
- Escalate unresolved problems to higher-level support if needed.
- Provide solutions to end-user problems related to computer software, applications, and access.
- Write user manuals and technical documentation.
- Maintain client confidence and protect operations by keeping information confidential.
To be successful in this role, you will need:
- A Bachelor's Degree in Computer Science, Information Systems, Engineering, or a related field.
- At least 3 years of experience as a Help Desk Support Specialist or Technical Support Representative.
- Extensive troubleshooting knowledge and hands-on experience in Microsoft Windows client OS environment (Windows 7, Windows 8, etc.) and Microsoft Office Applications.
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