Helpdesk Analyst

2 semanas atrás

Oeiras, Portugal Jimpisoft Tempo inteiro

Role summary

As a Helpdesk technician you must be customer-oriented, have good technical knowledge, be able to communicate effectively to understand the problem and explain its solution. The goal is to create value for clients that will help preserve the company’s reputation and business. The role is based in Jimpisoft HQ (Oeiras, Portugal).

**Responsibilities**
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures

**Requirements**:

- Proven experience as a help desk technician or other customer support role
- Ability to diagnose and resolve basic technical issues
- Proficiency in English or French
- Excellent communication skills
- Customer-oriented and cool-tempered
- Eager to learn and ambitious to grow professionally
- Tech savvy with working knowledge of office automation products, databases and remote control is a plus
- Good understanding of computer systems, mobile devices and other tech products is a plus

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