Job Summary:
We are seeking a dedicated 2nd & 3rd Level Helpdesk Support professional to deliver high-quality, timely, and efficient technical assistance to our users. The ideal candidate will handle user inquiries and resolve technical issues across various IT services, including desktop, network, and voice systems.
Key Responsibilities:
- Provide prompt, professional, and courteous technical support via phone, email, or other channels.
- Accurately assess and troubleshoot first-level technical problems for users.
- Track incidents and offer first and second-level resolutions for desktop, LAN, WAN, voice services, and centralized infrastructure issues.
- Manage user account administration, including activation, changes, and terminations.
- Ensure timely responses to service requests, ensuring user satisfaction and issue resolution.
- Document all service requests and resolutions effectively.
Qualifications:
- Proven experience in a helpdesk or technical support role.
- Strong problem-solving skills with the ability to troubleshoot hardware and software issues.
- Excellent communication skills, both verbal and written.
- Knowledge of IT service management and incident tracking systems.
- Familiarity with network and desktop support.
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