Help Desk Specialist

Job description

Job Description The Help Desk Attendant is responsible for ensuring effective first-level support (by telephone or email) to office-based and/or retail users in order to resolve technical problems. The core responsibilities of this role include: analyzing user requests; autonomously supporting users in order to resolve minor problems; qualifying and consistently addressing incidents based on the topic; monitoring incident resolution and communicating the progress to users; proactively proposing preventive and improvement action by examining requests and feedback. Qualifications: 1.01 Acts as the first point of contact for the internal customer and provides level I technical assistance via telephone and/or email 1.02 Analyzes the requests received by formulating relevant questions and/or activating remote diagnostic procedures 1.03 Identifies the ideal and effective solution to ensure business continuity 1.04 Guides the internal customer in resolving the problem 1.05 Follows the procedures for escalation of unresolved issues to the other IT functions in charge 1.06 Provides accurate information on the IT products or services under management 1.07 Tracks and records the events and pr...