https://onecontact.com.mk/job/detail/remote-service-desk-it-support
Roles & Responsibilities
Field incoming help requests from end users via telephone, online support, and e-mail interactions in a courteous and professional manner.
Clearly document all pertinent end user identification information, problem details, troubleshooting steps, and final resolution.
Prioritize incoming trouble tickets and schedule investigation and resolution accordingly.
Escalate problems (when required) to the appropriately experienced analyst.
Apply appropriate diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked question resources to aid in problem resolution.
Identify and learn appropriate software and hardware items used and supported by the organization.
Test fixes to ensure a problem has been adequately resolved.
Perform post-resolution follow-ups to help requests whenever appropriate.
Evaluate documented resolutions and analyze trends for ways to prevent future problem occurrences.
Qualifications
3 to 5 years of previous experience in a similar role
Experience with desktop and server operating systems, including but not limited to Microsoft Windows 10, Server 2016, 2019, Android, iOS, iPad OS, and macOS.
Working knowledge of Office 365, Teams, and Active Directory
Superior Troubleshooting and problem-solving skills
Superior command of written English with a demonstrated ability to produce quality documentation
Excellent communication & interpersonal skills.
Keen attention to detail
Ability to conduct research into a wide range of computing/technical issues as required
Ability to present ideas in user-friendly “low-tech” language
Nice-To-Have
Prior experience with a ticket tracking solution
Bachelor’s degree or diploma in Information Technology, Computer Science or equivalent.
CompTIA A+ and ITIL Foundation certification preferred
Working Hours
Mon – Fri 3 PM – 11 PM or 4 PM – 12 AM CET
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