Helpdesk Technician
On site
London, United Kingdom
Full Time
21-11-2024
Job Specifications
Job Description:
We are seeking a dedicated and customer-focused Helpdesk Analyst to join our team. The successful candidate will provide technical support and assistance to end-users, ensuring their issues are resolved efficiently. This role requires strong problem-solving skills, excellent communication abilities, and a genuine passion for helping others.
Key Responsibilities: Customer Support:
Provide first-level support to end-users via phone, email, and chat.
Address and resolve issues related to software, hardware, and network connectivity.
Ensure a high level of customer satisfaction by delivering timely and effective solutions.OneLogin Administration:
Manage and support OneLogin for user authentication and single sign-on (SSO) purposes.
Assist with user provisioning and de-provisioning.Zendesk Management:
Utilize Zendesk to track, prioritize, and manage support tickets.
Ensure all tickets are properly documented and resolved within the Service Level Agreement (SLA).System Configuration and Support:
Provide support for iOS devices and Mac OS X systems.
Perform diagnostics and troubleshooting for hardware and software issues on Apple devices.
Assist with the installation, configuration, and maintenance of applications.Helping Others:
Assist users with technical issues and provide guidance on how to use various systems and applications.
Conduct training sessions for end-users to improve their technical skills and knowledge.Documentation and Reporting:
Maintain accurate and detailed records of support requests and resolutions.
Generate reports on helpdesk activities and identify areas for improvement.
Required Skills and Qualifications:
Technical Skills:
Proficiency with OneLogin administration.
Experience using Zendesk for ticket management.
Strong understanding of iOS devices and Mac OS X systems.
Familiarity with common software applications and network connectivity.
Customer Focus:
Excellent customer service skills with a focus on delivering positive user experiences.
Strong interpersonal skills and the ability to empathize with users' needs and concerns.
Analytical Skills:
Ability to diagnose and resolve technical issues effectively.
Strong attention to detail and problem-solving abilities.
Communication Skills:
Excellent written and verbal communication skills.
Ability to explain technical concepts to non-technical users.
Organizational Skills:
Strong time management and organizational abilities.
Ability to manage multiple tasks and prioritize effectively.
Preferred Qualifications:
Relevant certifications (eg, Apple Certified Support Professional, ITIL, CompTIA A+).
Previous experience in a helpdesk or technical support role.
Working Conditions:
Ability to work in a fast-paced environment and handle multiple support requests.
Willingness to work flexible hours, including weekends and evenings if necessary
About the Company
We provide Software Development, Maintenance and Other Related IT Services, across spectrum, depending on individual client’s needs and dependability on us. Being a young and vibrant software solution company, we believe in harnessing the talent and experience of each member of our team to provide a unique flavor to our offerings within practical considerations and as per need and flexibility as expressed by our clients. We believe in working as a true partner and demonstrate transparency in all our dealings and conduct wi... Know more
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