A Help Desk Technician offers frontline technical support to users encountering hardware, software, or network problems. They diagnose issues, provide solutions, and escalate complex problems to higher-level support when necessary.

Roles and Responsibilities:

• Connect with employees whenever they need technical assistance with hardware or computer systems.

• Use email, phone or chat to communicate with employees and offer clear instructions.

• Use diagnostic techniques and tools to troubleshoot issues remotely. Ask questions to know more about the main cause of the problem.

• Communicate complex issues to the next level and follow up to ensure quick resolution.

• Follow up with employees to confirm whether the problem has been resolved.

• Maintain a record of interactions, problems, and solutions offered in the system.

• Recommend improvements for various help desk processes and procedures.