The Level 1 Help Desk role involves providing initial technical support to users, resolving basic issues, and escalating complex problems to higher levels, while maintaining excellent communication and customer service skills.
Core Responsibilities:
- Provide First-Line Support:
Be the initial point of contact for users experiencing technical issues, answering questions and resolving problems. - Troubleshoot and Diagnose:
Identify and resolve basic hardware, software, and network problems using knowledge and available resources. - Escalate Complex Issues:
Recognize and escalate complex issues to higher-level support personnel when necessary. - Maintain Accurate Records:
Log all incidents, service requests, and resolutions in a ticketing system or other relevant databases. - Communicate Effectively:
Interact with users in a clear, concise, and professional manner, both verbally and in writing. - Follow Procedures:
Adhere to established protocols and procedures for handling help desk requests. - Provide Customer Service:
Ensure a positive and efficient customer experience by resolving issues quickly and accurately. - Basic Hardware and Software Knowledge:
Have a foundational understanding of common computer hardware, software, and operating systems. - Remote Support:
Utilize remote tools and diagnostic utilities to assist users with troubleshooting and problem resolution. - Stay Updated:
Keep abreast of new technologies, software updates, and industry best practices.
Skills and Qualifications:
- Excellent Communication Skills: Ability to clearly and concisely explain technical concepts to non-technical users.
- Problem-Solving Skills: Ability to identify and resolve technical issues efficiently and effectively.
- Customer Service Skills: Ability to interact with users in a professional and helpful manner.
- Basic Computer Knowledge: Familiarity with common computer hardware, software, and operating systems.
- Strong Organizational Skills: Ability to manage multiple tasks and prioritize effectively.
- Ability to Work Independently: Ability to work with minimal supervision and follow instructions accurately.
- Ability to Work in a Team Environment: Ability to collaborate with other team members to resolve issues.
- Ability to Learn Quickly: Ability to learn new technologies and procedures quickly and accurately.
Required- 2+ years of relevant experience required
- Ability to present information effectively verbally and in writing
- Ability to communicate step-by-step procedures to users in a clear and concise manner
- Basic math skills: addition, subtraction, multiplication, division
- Working knowledge of Office 365, telephone support, Desktop Support, smartphones, tablets and laptops.
- Ability to effectively prioritize and plan work to meet deadlines in high pressure environment
- Strong attention to detail, analytical and problem solving skills
- Strong customer service skills
- Ability to master functionality of new Firm applications quickly and effectively