What success looks like in this role 

The IT Helpdesk is responsible for providing the entry-level telephone technical support for hardware such as: Laptops, Desktops, PDA’s, and Printers, and providing software technical support for products such as; Microsoft Windows Operating Systems, Microsoft Office, Lotus Notes, Smart Suite and other proprietary software. Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Typically provides effective telephone technical support for various clients. Escalates complex problems to higher level of expertise within organization.

You will deliver value by:

• Provide Level 1 support to end users to resolve incidents and diagnose underlying problems using remote connection toolset and implement corrective actions.
• Handles calls within product/client phone queues as directed.
• Performs required troubleshooting on all calls, and escalates, as necessary, any calls outside agent’s established technical knowledge boundaries.
• Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
• Ensures customer satisfaction on all completed calls, or verifies that customer has alternative plan for problem resolution.
• Effectively communicate with members of management and technology support teams.
• Informs supervisors of any work conflicts, dissatisfied customers, or hardware/software malfunctions.
• To work in a shift pattern and be flexible.

You will be successful in this role if you have:

• Have good IT knowledge & background (OS, Application software, Networks & IT infrastructure)
• Good in trouble shooting application problems
• Good command of oral English, capable to read and write English 
• Good communication skills and customer services oriented
• At least 1 year’s relevant experience; preferably with a telephone customer service positions with multi-national information technology companies 
• Completed Technical Certifications such as MCSE, MCITP are preferred.