Technical Help Desk Representative
3 days ago
Our Mission
We are looking for a highly motivated Technical Help Desk Representative to join our team. As a first point of contact for employees facing technical issues, you will play a key role in ensuring the smooth operation of our internal IT services.
Your Responsibilities
- Act as the first line of support for all incoming IT related queries, covering a wide range of technologies including EUC devices, systems, networks, printers, employee onboarding/offboarding, corporate applications, and custom business applications.
- Review tickets to assess completeness, clarity, and complexity. Engage directly with requesters to gather more details and perform initial troubleshooting.
- Document troubleshooting steps, findings, and observations in Jira with precision and detail.
- Consult with Level 2 Support or backend support teams using internal communication channels when necessary.
- Determine if the issue should be escalated to the next support level based on the outcome of your troubleshooting efforts.
Your Requirements
- Familiarity with IT support services following ITIL guidelines.
- A strong technical foundation with the ability to troubleshoot issues effectively and document findings concisely.
- Excellent communication skills, capable of engaging stakeholders at all levels with a customer-centric mindset.
- Proficiency in using Jira or similar ticketing systems to log and track user issues.
- A proactive and dynamic team player with a focus on continuous improvement.
- Possession of knowledge in front-end application development, databases, advanced troubleshooting capabilities, and an understanding of cloud systems would be advantageous.
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