Help Desk Specialist
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Helpdesk Specialist Job Description - Image

Job Overview

We are looking for an experienced and skilled Help Desk Specialist to join our Customer Service team. 

As a Help Desk Specialist, you are responsible to provide technical solutions to the users and provide the best customer services. You should possess exceptional communication and interpersonal skills for interacting with the different types of customers on a daily basis.

You should have proficient knowledge of products or services provided by our company. Your primary responsibility will be to tackle technical issues that the customers could encounter in order to resolve their queries in an efficient manner.

If you have experience in customer service and feel that you are suitable for this role, we would like to meet you.

Responsibilities

  • Provide technical support to users via the service desk.

  • Troubleshoot any technical inadequacies.

  • Give step-by-step guidance to customers over the telephonic call or schedule a screen share session

  • Track the common issues faced by the customers and follow-up regarding the same with the technical team.

  • Update the customer database.

  • Make sure the best customer services are provided to the clients.

  • Ensure the improvements are made for the issues and suggest new strategies to tackle these issues.

  • Provide technical support and training to the junior staff of the call center.

  • Train the newly hired staff.

  • Respond to difficult customers with patience and take quick actions.

Requirements

  • Bachelor’s in Information Technology, Computer Science, or a related field.

  • Proven 3 years of experience in a help desk environment as a Help Support Specialist, Help Desk Manager, or Desk Support Engineer.

  • Customer Service experience can also be considered.

  • Hands-on experience in resolving customer issues and complaints. 

  • Great interpersonal skills.

  • Exceptional oral and written communication skills.

  • Strong organizational skills.

  • Ability to manage and handle multiple tasks.

  • Outstanding problem-solving skills.

  • Exceptional attention to detail.

  • Good time management abilities.

  • Strong decision-making skills.

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