The role
Job description
Job Description:
The IT Helpdesk L1 Support Personnel will provide technical support to clients in Level 1 and 2 capacity. They will be the first point of contact for technical assistance, handling basic to average complexity level issues relating to hardware, software, and peripherals. The role includes diagnosing problems, escalating complex issues, and ensuring customer satisfaction through effective resolution and communication.
• Customer service focused individual.
• Follow the instructions, guidelines and priorities advised by service desk manager.
• Serve as the first point of contact for customers seeking technical assistance in-person or over the phone, email or support portals.
• 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
• Escalate unresolved issues to the next level of support personnel in a timely manner
• Work closely with other IT team members to ensure seamless support and service delivery.
• Provide accurate information on IT products or services; explain technical details in an understandable manner to non-technical customers.
• Record events and problems and their resolution in logs/tickets
• 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
• Maintain effective communication with customers throughout the problem-resolution process.
• Document internal procedures and contribute to internal knowledge-sharing platforms.
• Prepare accurate and timely reports.
• Reflect the supportive culture of our business to clients
• Assist with IT projects and initiatives as needed.
Requirements
• Proven experience as a helpdesk engineer or other customer support role for 5 or more years.
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Strong knowledge of operating systems and common software applications (Office Suite, email clients).
• Familiarity with networking concepts and troubleshooting basic network issues.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication and interpersonal skills.
• Customer-oriented, cool-tempered and always being professional
• Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are not mandatory but it’s advantage.
• Previous experience in working with Architectural, Engineering or Construction firms is not mandatory but it’s advantage.
• Previous experience working in an IT Managed Service Provider firm is not mandatory but it’s advantage.
Performance Metrics.
• Customer satisfaction ratings.
• Resolution rate and time for incidents, including escalated issues.
• Accuracy in documentation and contributions to the knowledge base.