Job offer: IT Help Desk Officer

Responsibilities

• Provide first-level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through the problem-solving process.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Use remote tools to assist customers when needed.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Maintain a thorough understanding of the organization’s IT infrastructure.
• Document internal procedures.
• Ensure proper recording, documentation, and closure of trouble tickets.
• Prepare accurate information on IT inventory for hardware and software renewals.
• Develop help sheets and FAQ lists for end users.
• Train computer users as necessary.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Administer help desk software.
• Redirect problems to appropriate resources.

Qualifications

• Proven experience as a Help Desk Technician or other customer support role.
• Tech-savvy with working knowledge of office automation products, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• BSc/BA in IT, Computer Science, or relevant field (desirable but not mandatory).

Certificates

• CompTIA A+
• Microsoft Certified Professional (MCP)
• ITIL Foundation

• Customer Relationship Management (CRM)
• Information Technology
• Teamwork
• Computer networking knowledge
• Communication Skills
• ITIL Foundation
• IT Help Desk

• Location Amman - Jordan
• Industry Information & Communication Technologies
• Job Type Full-Time
• Degree Bachelor
• Experience 2 - 4
• Nationality Unspecified