What are the responsibilities and job description for the Help Desk Technician position at eClerx?
Job Description
Help Desk Technician
Help Desk Technician
- Develop and manage effective working relationships with other departments, groups, and personnel.
- Provide direction and supervision to members of the Desktop Support/IT Support Team.
- Be responsible for assigning and prioritizing work, setting expectations, and promoting goals and priorities.
- Oversee desktop support operations and ensure excellent customer service to all internal or external customers.
- Provide expert technical support, training, and assistance to desktop support personnel on network computer system issues and new technology.
- Analyze desktop-related issues, determine problems, implement solutions, and resolve or forward work orders to appropriate personnel within the IT team (i.e., Sr. Network Administrator, Sr. Systems Administrator).
- Quickly respond to priority incident calls, provide necessary troubleshooting assistance to other team members, and prioritize tasks to minimize downtime and impact time.
- Ensure service level agreements are communicated and understood by the desktop support team.
- Monitor and evaluate the performance of IT Support/Helpdesk personnel to ensure adherence to company policies and standards.
- Lead initiatives to enhance the efficiency and effectiveness of IT support services, identifying areas for improvement and implementing best practices.
- 2-3 years of IT support experience
- ITIL, A , or Security certification would be an added advantage.
- Knowledge of I.T. systems and equipment as well as their installation, configuration, maintenance, and repair.
- Knowledge of I.T. requirements/demands in call center Operations and organization, particularly in the area of Operations support.
- A skilled technical writer who can document problems and solutions for customers and other technical support personnel.
- Strong time and project management skills.
- Excellent oral and written communication skills. Fluency in the English language.
- Ability to adapt to changing work schedules and hours.
- Excellent problem determination technique.
- Excellent customer orientation.
- Well-organized with good follow-through on commitments to customers.
- Strong problem-solving, decision-making, and analytical skills.