As a service desk operator, you’ll be the first point of contact for computer users who’ve got problems or need assistance. You may be working for an information technology company helping its customers, or as part of an internal service desk team supporting other employees. Either way, you’ll be helping users to continue working efficiently and increasing satisfaction levels.
Main Job Duties and Responsibilities
- respond to requests for technical assistance in person, via phone, chat or email
- diagnose and resolve technical hardware and software issues
- research questions using available information resources
- advise user on appropriate action
- follow standard help desk procedures
- log all help desk interactions
- administer help desk software
- follow up with customers and users to ensure complete resolution of issues
- redirect problems to correct resource
- identify and escalate situations requiring urgent attention
- track and route problems and requests and document resolutions
- resolve technical problems with Local Area Networks and Wide Area networks
- prepare activity reports
- inform management of recurring problems
- stay current with system information, changes and updates
- help update training manuals for new and revised software and hardware
- train computer users as necessary
- clean up computers
Education, Qualifications and Experience
- Bachelors degree preferred
- working knowledge of fundamental operations of relevant software, hardware and other equipment
- experience researching, analyzing and interpreting automated system problems
- knowledge of relevant call tracking applications
- knowledge and experience of customer service practices
- related experience and training in troubleshooting and providing help desk support
- Fluent in French, English and Dutch is an asset
Key Skills and Competencies
- oral and written communication skills
- learning skills
- customer service orientation
- problem analysis
