IT Help Desk Technician

hybriditservices - Gilbert, AZ

Full-time - Entry Level

Gilbert, AZ

About the position

The IT Help Desk Technician will be a key member of the Customer Services team, responsible for diagnosing and resolving customer issues related to hardware and software. This role requires excellent communication and problem-solving skills to provide timely and effective technical support to clients, ensuring high levels of customer satisfaction.

Responsibilities

• Understand the nature of the issues the customer is facing and provide adequate solutions for the same.
• Respond to customer queries and complaints.
• Troubleshoot technical inadequacies by obtaining required information from the customer over phone or email.
• Report difficult or complex issues to the Help Desk Manager.
• Try finding a feasible solution as soon as possible.
• Provide excellent customer service to the clients.
• Follow up with the customers on a regular basis.
• Maintain the record of common issues related to customer complaints and report them to higher management.
• Determine potential issues and get them resolved beforehand.
• Suggest improvements in the existing procedures.
• Ensure that all the issues are resolved on time.

Requirements

• Bachelor's degree in Information Technology or Computer Science or similar field.
• Proven experience of working as an IT Help Desk Technician or Help Desk Specialist or relevant role.
• Hands-on experience in resolving technical issues.
• Familiarity with database management systems such as Oracle and SQL.
• Excellent communication and interpersonal skills.
• Excellent problem-solving abilities.
• Team management skills.
• Should be a patient listener.