Help Desk Support Specialist

What they do

• Provide first level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilise excellent customer service skills and exceed customers' expectations.
• Ensure proper recording, documentation and closure.
• Recommended procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products and services.

Qualifications

• Proven working experience in providing Help Desk Support Specialist.
• Proficiency in English.
• Working knowledge of help desk software, databases and remote control.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation.
• BS degree in Information Technology, Computer Science or equivalent.