Help Desk Agent
Job Description
Job Responsibilities
- Provide technical assistance to customers via phone and email.
- Perform remote troubleshooting using diagnostic techniques.
- Identify the best solution based on customer issues and details.
- Guide customers through the problem-solving process.
- Escalate unresolved issues to next-level support.
- Maintain accurate records of issues and resolutions.
- Provide information on IT products and services.
- Follow up with customers to ensure satisfaction.
- Identify and suggest improvements to support procedures.
Requirements
- Proven experience as a Help Desk Technician or in a similar customer support role.
- Tech-savvy with knowledge of IT Ticketing systems (e.g., GLPI ),databases, and remote-control tools.
- Strong understanding of computer systems, mobile devices, and tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills and a customer-oriented mindset.
- Calm and professional approach under pressure.
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