Help Desk

Descripción del Empleo:
respond to requests for technical assistance in person, via phone, chat or email
diagnose and resolve technical hardware and software issues
research questions using available information resources
advise user on appropriate action
follow standard help desk procedures
log all help desk interactions
administer help desk software
follow up with customers and users to ensure complete resolution of issues
redirect problems to correct resource
identify and escalate situations requiring urgent attention
track and route problems and requests and document resolutions
resolve technical problems with Local Area Networks and Wide Area networks
prepare activity reports
inform management of recurring problems
stay current with system information, changes and updates
help update training manuals for new and revised software and hardware
train computer users as necessary
clean up computers
Requisitos:
Bachelors degree preferred working knowledge of fundamental operations of relevant software, hardware and other equipment
experience researching, analyzing and interpreting automated system problems
knowledge of relevant call tracking applications
knowledge and experience of customer service practices
related experience and training in troubleshooting and providing help desk support