Helpdesk Technician I

Key Responsibilities

• Provide technical end-user support via telephone, email, or web chat.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Correctly track incidents and calls, including entering data into the database timely and accurately.
• Able and willing to take several calls a day when necessary.

Requirements & Tech Stack

• Familiarity and good working knowledge in PC hardware and software troubleshooting.
• Familiarity with ticketing systems is a strong advantage.
• Prior Software Application support (e.g., Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.

Qualifications

• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Bachelor's degree or vocational in IT-related courses is a plus.
• Excellent in oral and written English communication.
• Excellent customer service skills.
• Must consistently meet or exceed required performance criteria.
• Shift flexibility and schedule adherence are required for the position.