Help Desk Technician at Lorache Consulting Limited

Job Brief

• We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems.
• You will answer queries on basic technical issues and offer advice to solve them.
• An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
• They must also be customer-oriented and patient to deal with difficult customers.
• The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures.

Requirements

• B.Sc/HND in IT, Computer Science or relevant field
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered