IT HELPDESK for betatech

WE ARE HIRING!
HELPDESK
• Responsibilities
• Research and identify solutions to software and hardware issues
• Responsible for the maintenance, configuration, and reliable operation
• and troubleshooting of the technical issues, including account setup, network configuration and business applications for computer systems,
• follow standard help desk procedures
• resolve technical problems with Local Area Networks and Wide Area networks
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Respond to clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged and Follow-up and update customer status and information
• Prioritize and manage several open issues at one time
• Provide accurate date of completion for the problem resolution
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare and record accurate reports in a timely manner for help desk interactions
• Document technical knowledge in the form of notes and manuals
• inform management of recurring problems and suggest possible improvements on procedures
• train the users as necessary for their systems
• Responsible for the relevant tools and accessories
• Maintain jovial relationships with clients and Pass on any feedback or suggestions by customers to the appropriate internal team
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