Help Desk

Kayla Group Tehran

Posted 5 years ago

Job

Company

Salary

Applicant Insights

Job Description

Serve as the first point of contact for customers seeking technical assistance over the phone or email

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

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

Requirements

Education: BSc/BA in IT, Computer Science or relevant field Skills: • Proven experience as a help desk technician or other customer support role • Good understanding of computer systems, mobile devices and other tech products • Ability to diagnose and resolve basic technical issues • Proficiency in English • Excellent communication skills • Customer-oriented and cool-tempered • Excellent analytical and problem-solving skills • Good prioritization skills and be flexible enough to adapt plans • Ability to explain complex information and technologies in simple terms • Ability to meet tight deadlines and work under pressure Ideal Age: 28 – 38

Employment Type