Purpose of the role

Serving as the first point of contact for customers seeking technical assistance over the phone, email, and technology platform. The role requires excellent communication skills, customer service orientation, and the ability to handle high-pressure situations with calmness and professionalism.

Minimum requirements:

• 2+ years of experience working in a help desk environment – Building Information Systems, Space planning, Asset logging, work tickets.
• Flexibility to work a variety of shifts with minimal notice/overtime.
• Proficiency with computer hardware/software.
• Excellent oral communication skills
• Detail oriented in order to keep detailed notes on tickets
• Highly organized to keep Help desk tickets order
• Ability to diagnose and resolve queries related the system you will be trained on.

Key areas of responsibility:

• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers
• Serve as the first point of contact for customers seeking technical assistance over the phone, email, technology platform.
• 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 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.
• Manage Help Desk tickets in a timely manner.
• Document customer interactions/reports/filter reports.
• Run diagnostics to resolve customer reported issues.
• Escalate issues to the next Tier with next level of difficulty.
• Follow-up with customers to ensure issues are resolved.