Job Description:

• Answer incoming calls to Help Desk, providing telephone support to Employees for computer systems or applications problems, personal computer, device or other related issues.

• Troubleshoot problems and provide immediate resolution, or perform additional research as needed to resolve issues.

• Perform root cause analysis and develop checklists for typical problems.

• Recommend procedures and control for problem prevention.

• Set clear and reasonable expectations as to resolution and time frame.

• Escalate problems to others as needed.

• Document issues and resolution on tracking system.

• Perform receiving function for incoming IT related hardware and software.

• Image and set up new and reconfigured personal computers.

• Share problem resolutions and unique cases with others on team to add to information knowledge base.

• Contribute to updated policies and procedures as needed.

• Discuss products, support and troubleshooting with hardware and software vendors as needed.

What You Need to Succeed:

• Computer aptitude required

• Ability to diagnose and troubleshoot software and hardware problems

• Excellent customer service and interpersonal skills; good telephone etiquette

• Ability to attain established customer service standards

• Excellent organizational and time management skills

• Strong verbal and written communication skills

• Demonstrated problem-solving skills

• Ability to establish and maintain a high level of customer trust and confidence

• You meet the physical requirements that go with working as a Help Desk Support Specialist – Extensive sitting, phone and computer use. May participate in weekly on-call rotation.

Computer aptitude required.
Ability to diagnose and troubleshoot software and hardware problems.
Excellent customer service and interpersonal skills; good telephone etiquette.
Ability to attain established customer service standards.
Excellent organizational and time management skills.
Strong verbal and written communication skills.
Demonstrated problem-solving skills.
Ability to establish and maintain a high level of customer trust and confidence.

Dexian Europe

Vacatures

IT Help Desk Specialist - Entry level