IT Help Desk Specialist

We are looking for a competent and qualified Help Desk Specialist to provide fast and useful technical support and assistance on computer systems, hardware, software, and computer applications to users experiencing problems or computer issues. The candidate will answer queries on basic technical issues and offer advice to solve them. 

Responsibilities 
- Perform remote and in person troubleshooting through systems configuration, maintenance, and diagnostic techniques and pertinent questions.
-Listen attentively to users’ questions and concerns and provide the best solutions and advice on technical issues and details provided by users.
-Direct unresolved issues to the next level of support staff.
-Walk customers step‐by‐step through the problem‐solving process.
-Prioritize customer satisfaction in all communications, and follow up with users to ensure satisfactory service.
-Log events and problems and their resolution in the same issue tracking record.
-Provide accurate information, quick, and effective assistance with IT products or services.
-Follow‐up and update computing items' status and information in CMDB.
-Pass on and communicate any feedback or suggestion by users to the appropriate internal team members.
-Use feedback from users to improve problem‐solving techniques and customer service.
-Represent IT Department with professionalism and integrity while helping to advance department mission.
-Identify and suggest possible improvements on procedures.
-Attend training sessions to stay current with best practices on how to help users with technical issues.
-Business travel is assumed for handling on‐site maintenance or development projects activities from time to time.

Knowledge
-BSc/BA in Information Technology, Computer Science, Hardware, Software or relevant field.
-Comprehensive knowledge and good understanding of computer systems, tech products and experience troubleshooting hardware and software.
–Microsoft OS deployment and maintenance experiences are required (Windows 10 & 11).
-Tech savvy with working knowledge and experience of MS office productivity suite products.
-Proven experience (at least two years) working as an IT Help Desk Specialist or in a similar customer support role (in IT call centers, customer service, service desk, etc.). 
-CompTIA Network+ and A+ Certification or equivalent knowledge are beneficial. 
-Microsoft Certified Professional (MCP) or Microsoft Technology Associate (MTA) designation is considered as an advantage.

Skills  
-Ability to quickly diagnose and resolve a variety of basic technical issues.
-Ability to use software and/or system management tools and techniques and familiar with troubleshooting techniques. 
-Strong problem‐solving, decision making, critical‐thinking, and analytical skills.
-Eagerness to learn new systems and technologies, and ability to implement them.
-Familiarity with General Business Applications.

 Abilities
-Proficiency in English (IELTS Score 4 or Above). 
-Excellent written and verbal communication skills. 
-Commitment to providing exceptional customer service and cool‐tempered.
-Patient, friendly demeanor with a great aptitude for listening.
-Exceptional teamwork and team‐oriented mindset with an openness to constructive feedback.