Job Description

Responsibilities

Field incoming help requests from end users via both telephone and work orders in a courteous manner

  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
  • Build rapport and elicit problem details from help desk customers
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician

    • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

    Qualifications

    Professional knowledge and qualifications required:

  • A 4-year degree in Computer Science, Engineering, or related discipline; (MBO ICT 4 level) 
  • 3+ years technical support experience in a computer-related area
  • Ticket handling tools/cross team troublesh...

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