Serving as the first point of contact for customers seeking technical assistance over the phone or email, chat, physically and other relevant communication channels.
respond to requests for technical assistance in person, via phone, electronically
log all help desk interactions
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Determining the best solution based on the issue and details provided by customers
Monitor and diagnose errors on company IT equipment and services, and log appropriated calls based on those events.
Training other staff members on troubleshooting and diagnosing problems
Writing, editing, and revising training manuals for new and updated software and hardware
Providing technical assistance for questions and problems
Company software and Hardware asset management
diagnose and resolve technical hardware and software issues
research questions/solutions and technology using available information resources
advise user on appropriate action
follow standard help desk procedures
administer help desk software
redirect problems to correct resource
identify and escalate situations requiring urgent attention
track and route problems and requests and document resolutions
prepare activity reports
inform management of recurring problems
stay current with system information, changes and updates
Follow up on outstanding requests and ensure timely resolution
Create accounts, configure hardware/software and provide IT induction as part of on-boarding process
Support audio and video equipment in conference rooms
Manage and monitor internal assets to ensure accurate inventory records
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Escalete unresolved issues to the next level of support personnel
Provide accurate information on IT 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 by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Install, modify, and repair computer hardware and software.
Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Root cause analysis of recurrent problems.
Vendor interaction to
log calls on behalf or RIA
Other relevant interactions with vendors
Measure vendor performance and SLA
Help in the IT buying process for new equipment
Get quotations from Suppliers and Vendors
Prepare all documentations needed for vendor payment and
Execute Administrative tasks in IT department (e.g. Monthly service reports, Track IT costs, track payment due date for licenses, services and contracts)
No heavy lifting is expected, though occasional exertion of about 30kg of force (e.g., picking up and carrying binders, laptops, PC´s and servers) may be required.
Good manual dexterity required to use common office equipment (e.g., computers, mobile devices, calculators, copiers, scanners).
Other duties may be added and/or assigned as needed.
Bachelors degree preferred;
Min of 2 year experience in a similar IT role;
Working knowledge of fundamental operations of relevant software, hardware and other equipment;
Knowledge of relevant call tracking applications;
Knowledge and experience of customer service practices;
ITIL Foundation certification;
Familiar with Active Director, user and computer management;
Microsoft Asset Management Certification;
Related experience and training in troubleshooting and providing help desk support.