Online Help Desk Support

Full Job Description

Responsibilities:
1. Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
2. Respond to inquiries via email, chat, or ticketing system in a timely manner, ensuring SLAs are met.
3. Diagnose and troubleshoot technical issues remotely, using remote desktop tools or other support software.
4. Walk customers through problem-solving steps and provide clear instructions.
5. Escalate unresolved issues to appropriate support teams or senior technicians.
6. Document all help desk interactions, including resolutions and follow-up actions taken.
7. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
8. Install, configure, and update software applications and operating systems remotely.
9. Maintain knowledge base articles and documentation to facilitate self-service support options for users.
10. Assist with testing and implementation of software updates and patches.

Qualifications:
1. Proven experience in a help desk or technical support role, preferably in an online or remote support environment.
2. Strong knowledge of Windows and/or Mac operating systems.
3. Proficiency in troubleshooting common software and hardware issues.
4. Good communication skills, both written and verbal.
5. Ability to prioritize and manage multiple tasks in a fast-paced environment.
6. Customer-focused attitude with a commitment to providing exceptional service.