Helpdesk Administrator- Montego Bay

Helpdesk Administrator

Summary of the Position:

We are looking for a Helpdesk Administrator to provide technical support to users in an efficient and accurate manner. You will be considered a Centerfield front liner, solving basic technical problems and providing support for all assigned areas. The goal is to ensure customer value is maintained to the standards set forth by the company.

Essential Duties:

• 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 problem-solving process
• Follow up with users, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk processes, products, and services

Required Skills, Abilities & Knowledge:

• Bachelor Degree in Information Technology, Computer Science or equivalent
• Proven working experience in providing helpdesk support
• Proficiency in English Language
• Working knowledge of help desk software, databases, and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation