Training other Team Members on troubleshooting and diagnosing problems.
Remotely accessing Team Members’ hardware or software to make changes and fix problems.
Requesting feedback and/or monitoring other methods of correspondence to improve training methods.
Providing technical assistance for questions and problems.
Installing or changing software to fix issues.
Diagnosing system errors and other issues.
Following up with customers to ensure full resolution of issues.
Solving problems with networks and other computer systems.
Responding to queries via chat, email and other approved mediums.
Writing, editing, and revising training manuals for new and updated software and hardware.
Running reports to analyse common complaints and problems.

Experience with: Okta
AD
MS Suite
Entra
Workday
Community
Goto Connect
Zendesk
Salesforce
Active campaign
Soft skills: Ability to troubleshoot and diagnose problems
Writing and editing skills to aid in writing and updating manuals.
Critical thinking
Researching skills
Capacity to work independently
Good customer service skills
Familiarity with both hardware and software
Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
Attention to detail
Problem-solving
Strong computer skills.

IT Helpdesk Support

Key skills