Help Desk Service

• Responding to queries via chat, email, or phone
• Training other staff members on troubleshooting and diagnosing problems
• Writing, editing, and revising training manuals for new and updated software and hardware
• Providing technical assistance for questions and problems
• Resolving problems with networks and other computer systems
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
• Running reports to analyse common complaints and problems
• Installing or changing software to fix issues
• Remotely accessing hardware or software for clients to make changes and fix problems.

Requirements:

• Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
• Familiarity with both PC and Mac Hardware and Software
• Experience with Network Repairs and Analysis
• Good Customer Service Skills
• Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience,
• Writing and Editing Skills to aid in writing and updating manuals.

Behavioral Competencies:

• Task-oriented and goal-driven - focused on outcomes.

• Good Written and verbal communication skills.