Customer Service Technician
2 days ago
We are seeking a skilled Service Desk Analyst to join our team. As a member of our IT support team, you will provide technical assistance to end-users and troubleshoot complex technical issues.
Main Responsibilities:- User Support:
- Respond to technical queries from end-users via phone, chat, and email.
- Diagnose and resolve technical issues related to hardware, software, and network connectivity.
- Assist users with account access, password resets, and system navigation.
- Offer real-time troubleshooting and resolution to minimize downtime.
- Incident Management:
- Log, track, and manage incidents and service requests from initiation to resolution.
- Analyze incidents for trends and escalate recurring issues to senior IT teams.
- Collaborate with other support teams to ensure prompt resolution of complex technical problems.
- Maintain accurate records of reported incidents and resolutions in the IT service management system.
- Ensure all service requests meet Service Level Agreements (SLAs) and performance benchmarks.
- Education:
- Bachelor's degree in Information Technology, Computer Science, or a related field (preferred but not mandatory).
- Experience:
- Minimum of 3 years in an IT support, technical helpdesk, or service desk role.
- Certifications:
- Optional but advantageous, such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
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