This is a helpdesk officer role is an University. We are looking for -
Key Responsibilities:
- Respond to helpdesk tickets, phone calls, and emails from users experiencing technical issues.
- Diagnose and troubleshoot hardware and software problems, including network issues, operating systems, and applications.
- Provide step-by-step guidance to users, ensuring issues are resolved efficiently and effectively.
- Escalate complex issues to appropriate IT team members or external vendors when necessary.
- Maintain accurate and detailed records of support requests and resolutions using our helpdesk ticketing system.
- Conduct remote troubleshooting and provide clear instructions to users via phone or email.
- Stay updated with the latest industry trends and technologies to continuously improve support services.
Qualifications:
- ITE/Diploma in computer science or information technology field or related field
- Minimum 1 year of working experience in Technical Helpdesk operation
- Strong knowledge of Windows and macOS operating systems, as well as common office software and applications.
- Familiarity with networking concepts
- Good command of written and spoken English and Mandarin to handle English and Mandarin speaking customers.
- Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
- Outstanding communication skills, with the ability to explain technical concepts to non-technical users.
- Customer-focused attitude with a commitment to providing high-quality support.
