IT Help Desk Specialist: Fast, Friendly Tech Support

Dexian Europe; Hoofddorp; On-site; EUR 32,000 - 46,000; Full time

Job summary

Dexian Europe is seeking a Help Desk Analyst to provide phone and remote support to employees for computer systems and applications, diagnosing issues and delivering timely solutions. You will document problems, escalate when needed, perform root cause analysis, and contribute to knowledge bases and updated policies.

A high school diploma or equivalent and strong communication and problem-solving skills are required to thrive in a fast-paced team.

Qualifications

• Ability to diagnose and troubleshoot software and hardware problems.
• Excellent customer service and interpersonal skills; good telephone etiquette.
• Ability to attain established customer service standards.
• Excellent organizational and time management skills.
• Strong verbal and written communication skills.
• Demonstrated problem-solving skills.
• Ability to establish and maintain a high level of customer trust and confidence.

Responsibilities

• Answer incoming calls to Help Desk, providing telephone support to employees for computer systems or applications problems.
• Troubleshoots problems and provides immediate resolution, or performs additional research as needed to resolve issues.
• Performs root cause analysis and develops checklists for typical problems.
• Recommends procedures and controls for problem prevention.
• Sets clear expectations as to resolution and time frame.
• Escalates problems to others as needed.
• Documents issues and resolution on tracking system.
• Performs receiving function for incoming IT related hardware and software.
• Images and sets up new and reconfigured personal computers.
• Shares problem resolutions and unique cases with others on team to add to information knowledge base.
• Contributes to updated policies and procedures as needed.
• Discusses products, support and troubleshooting with hardware and software vendors as needed.

Skills

Troubleshooting

Customer service

Time management

Communication skills

Problem solving

Documentation

Education

High School degree or equivalent

Job description

Dexian Europe is seeking a Help Desk Analyst to provide phone and remote support to employees for computer systems and applications, diagnosing issues and delivering timely solutions. You will document problems, escalate when needed, perform root cause analysis, and contribute to knowledge bases and updated policies.

A high school diploma or equivalent and strong communication and problem-solving skills are required to thrive in a fast-paced team.