Technical Helpdesk Executive

1. Serve as the first point of contact for customers seeking technical assistance over the phone or email.

2. Perform remote troubleshooting through diagnostic techniques and pertinent questions

3. Determine the best solution based on the issue and details provided by customers and walk the customer through the problem-solving process 

4.Direct unresolved issues to the next level of support personnel

5. Provide accurate information on IT products or services. Determine the best solution based on the issue and details provided by customers

6. Walk the customer through the problem-solving process 

7. Direct unresolved issues to the next level of support personnel

8.Provide accurate information on IT products or services

9. Record events and problems and their resolution in logs

10. Follow-up and update customer status and information

11. Pass on any feedback or suggestions by customers to the appropriate internal team