Help Desk Support Agent
1 week ago
Position Overview
We are looking for a friendly, proactive, and detail-oriented Helpdesk Agent to join our IT Support team. You will be the first point of contact for customers/users experiencing technical issues, and will help resolve their concerns quickly and effectively. If you love problem-solving and have strong communication skills, we want to hear from you
Key Responsibilities
· Respond to support requests via phone, email, chat, or ticketing system.
· Troubleshoot hardware, software, network, and connectivity issues.
· Log, prioritize, and track incidents and service requests in the ticketing system.
· Escalate more complex issues to senior / specialized IT teams when needed.
· Follow up with users to ensure issues are fully resolved and user satisfaction is maintained.
· Maintain and update documentation, knowledge base articles, and standard procedures.
What We're Looking For
· Strong customer service orientation and excellent communication skills (verbal & written).
· Familiarity with networks, connectivity, and common troubleshooting techniques.
· Ability to manage multiple open tickets and prioritize tasks effectively.
· Patience, professionalism, and a positive attitude under pressure.
· [Optional/preferred] Experience with helpdesk tools/ticketing systems.
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