IT Helpdesk Analyst

1. Proven experience as a help desk technician or other customer support role
2. Tech savvy with working knowledge of office automation products databases and remote
control
3. Good understanding of computer systems mobile devices and other tech products
4. Ability to diagnose and resolve basic technical issues
5. Proficiency in English/Hindi/Malayalam
6. Serve as the first point of contact for customers seeking technical assistance over the phone or
email
7. Perform remote troubleshooting through diagnostic techniques and pertinent questions
8. Determine the best solution based on the issue and details provided by customers
9. Walk the customer through the problemsolving process
10. Direct unresolved issues to the next level of support personnel
11. Provide accurate information on IT products or services
12. Record events and problems and their resolution in logs
13. Followup and update customer status and information
14. Pass on any feedback or suggestions by customers to the appropriate internal team
15. Identify and suggest possible improvements on procedures