IT Help Desk Technician

Responsibilities
  • Serve as the first point of contact for customers seeking 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 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 from customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
 Requirements
  • Proven experience as a help desk technician or in another equivalent customer support role
  • Tech savvy with working knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications and Cloud
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills, written and verbal
  • Customer-oriented, able to work autonomously and under pressure
Job Category: Information Technology
Job Type: Full Time
Job Location: Colombo
This job is no longer accepting applications.