Service Desk Technician

About the position

We are looking for a qualified Service Desk (IT Helpdesk) Technician to provide fast and useful technical assistance on computer systems for our customers. You will answer queries on underlying technical issues and endeavor to solve them.

An excellent candidate must have sufficient technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and composed, to exceed the expectations of our customers.

The ideal candidate will be passionate about helping people and understands that everyone is a customer.

Responsibilities

• Serve as the first point of contact for customers exploring technical assistance over the phone or email

• Complete remote troubleshooting through diagnostic techniques and pertinent questions

• Discover the best solution based MSP best practices, Helm Connected standards, and details provided by customers

• Keep the customer informed while problem solving

• Direct unsolved issues to the next level of support personnel

• Record customer interactions and solutions in the ticketing system

• Follow-up and update customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Identify and suggest possible improvements to procedures

• Provide on-site or after-hours (on-call) support to customers, when needed

Requirements

• Some experience as a help Desk Technician or other customer support role

• Tech savvy with working knowledge of common business software, basic networking, computer hardware, and peripherals

• Ability to diagnose and solve basic technical issues

• Proficiency in English

• Excellent communication skills

• Team-focused, capable of organizing and prioritizing multiple tasks, and calm under pressure

• Training, experience, certification, or degree in relevant IT space

Preferred technical experience

• Windows 10 / 11
• Printers and other peripheral hardware
• Microsoft 365 and the Office suite
• Google Workspace
• Basic understanding of networks, including VPN
• Basic understanding of SaaS and cloud computing functions