IT Help Desk

The primary responsibility of this role is to serve as the initial point of contact for customers in need of technical assistance, whether over the phone or via email. You will be expected to conduct remote troubleshooting using diagnostic techniques and by asking relevant questions to identify the root cause of the issue. Based on the information provided by customers, you will determine the most suitable solution and guide them through the process of resolving their technical problems. Any unresolved issues should be escalated to the appropriate level of support personnel for further assistance. In addition to providing technical support, you will also be responsible for offering accurate information regarding IT products and services to customers. It is essential to maintain detailed records of all events, issues, and their respective resolutions in logs for future reference. Furthermore, you are required to follow up with customers to update them on the status of their requests and to gather any feedback or suggestions they may have. Any feedback received should be promptly passed on to the relevant team for further consideration and action. This is a full-time position with a day shift schedule, working from Monday to Friday at the designated in-person location.,