IT Helpdesk Specialist

Early Applicant

1-3 Years

Job Description

Serve as the First Level Support for customers seeking technical assistance over the phone. IT ticket or email.
Determine the best solution based on the issue and details provided by users.
Follow standard help desk procedures to track and route unresolved issues to the next level of support personnel within the agreed SLA.
Follow up with business customers and other stakeholders to ensure complete resolution of issues.
Prepare and maintain documentation for the activity reports and other relevant information related to case completion.
Inform management of recurring and escalated issues.
Provide support for various internal departments.
Ability to understand business requirement, impact, urgency, and criticality of the issue presented.

Education Experience

Minimum 1 year of experience in Helpdesk activities like troubleshooting, hardware imaging, password resets etc.
Bachelor s degree in computer science Engineering or equivalent

Skills

Proven experience as a help desk/ service desk role or other customer support role
Very good working knowledge of Microsoft Windows XP, Windows 7 and Windows 10
Expertise in troubleshooting Microsoft Office 2016, Office 365 Pro Plus along with internal applications
Able to troubleshoot issues pertaining to Laptops, Desktops, Printer, Scanner, LAN, WAN issues.
Able to handle network, VPN, Permissions, Internet applications etc
Support any of the common and custom desktop tools and applications
Predict failure and suggest management based on the patterns.
Raise complaints and tickets with OEM vendors and part replacements.
Prior working knowledge on DELL specific hardware is preferred.
Basic understanding of tech terms like server, storage, network, LAN, WAN, VPN, RDP
Good command over written verbal communication
Learning aptitude, organized and attention to detail.
Ability to work in a team and under pressure situations.
Ability to work responsibly with little or no direct supervision.
Customer service-oriented and cool-tempered