Help Desk Support I

Job Description – Help Desk Support I

System Soft Technologies is a leading technology company that provides innovative technical solutions and consulting services to enhance innovation, business value, and competitiveness. For over 24 years, our focus on becoming a trusted partner to each client has allowed us to become a $230MM+ company with a pool of over 1900 associates who cover the full spectrum of IT expertise. We are distinguished by our ability to anticipate the unique needs of our clients and deliver a level of quality that far exceeds their expectations.

Why System Soft Technologies?

At System Soft Technologies, we are a family unit powered by diversity, inclusion, transparency, respect, integrity and passion for our clients and our people. Our business growth depends on your professional development, as we collaborate, share ideas and innovation, and invest in our future. By forging a meaningful partnership with our people, we come together with the same purpose, exceeding our goals. This keeps us nimble, ahead of the competition, and on top of our industry. Our continued success begins with you.

Job Summary:

We are looking for a competent Help Desk Support I 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:

• Serve 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

Qualifications:

• 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
• BSc/BA in IT, Computer Science or relevant field