Software Help Desk Officer
We are looking for a ‘Software Help Desk Officer’ to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers install applications and programs.
Responsibilities
- Research and identify solutions to software issues
- Diagnose and troubleshoot software and installation issues including setup and configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution within agreed time limits
- Talk to clients either via phone, email or chat, until technical issue is solved
- Properly escalate unresolved issues to appropriate internal team
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
As our ideal candidate, you will have the following qualifications:
- BS degree in Information Technology, Computer Science or a relevant field
- Hands on experience on Microsoft Excel
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software such as Team Viewer, AnyDesk, etc.
- Excellent problem-solving and communication skills
- Ability to provide step-by-step software and technical help, both written and verbal