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- Tasks: Help users with tech issues via phone, email, and chat while logging requests.
- Company: Join a dynamic IT team focused on user satisfaction and tech support excellence.
- Benefits: Enjoy flexible work options, professional growth opportunities, and a collaborative environment.
- Why this job: Make a real impact by helping others solve tech problems and enhancing their experience.
- Qualifications: 3-4 years in a help desk role; strong analytical and customer service skills required.
- Other info: Ideal for tech-savvy individuals who love problem-solving and teamwork.
The predicted salary is between 28800 - 43200 £ per year.
Respond to incoming requests for technical assistance via phone, email, and chat. Diagnose and resolve hardware and software issues for users.
Log and track all support requests using the help desk ticketing system. Ensure tickets are updated with accurate information and resolutions.
Provide users with step-by-step instructions for troubleshooting and resolving issues. Educate users on best practices for technology use.
Assist in routine maintenance tasks, including software updates, backups, and system monitoring.
Create and update user manuals, FAQs, and knowledge base articles to enhance user self-service options.
Identify and escalate complex issues to appropriate technical teams when necessary.
Work closely with IT team members to share knowledge, assist with projects, and improve support processes.
Basic knowledge of computer hardware, software, and operating systems (especially Windows and macOS).
Familiarity with common applications and tools (e.g., Microsoft Office, web browsers).
Key Skills, Qualifications and Experience Needed [The candidate must demonstrate these in all stages of assessment]
3 to 4 years of experience in Help Desk Operator (computing) or a related field.
Basic understanding of computer hardware, software applications, and operating systems (Windows, macOS, Linux), software applications, and network basics.
Strong analytical skills to troubleshoot and resolve technical issues effectively.
Strong customer service orientation with a focus on user satisfaction.
Basic knowledge of IT security best practices, including antivirus software and data protection.
Familiarity with Active Directory, VPNs, and remote desktop support.
Proficiency in creating and maintaining clear documentation, including user guides and knowledge base articles.
Experience with ticketing systems to log and track incidents.
Experience with help desk software or ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).
Familiarity with remote desktop and support tools for assisting users off-site.
Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance
Other Key skills:
Good analytical and Problem-solving skills
Good communication skills
A thorough approach and Self starter
Focus on quality and delivery
Working together in teams.
Leadership and effective decision making.
Flexible Attitude
Excellent customer service, Qualifications: Bachelor’s degree or above in the UK or Equivalent.
Help Desk Operator (computing) employer: TESTQ Technologies
Contact Detail:
TESTQ Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Operator (computing)
✨Tip Number 1
Familiarize yourself with common help desk software and ticketing systems like ServiceNow or Zendesk. Being comfortable with these tools will not only help you in your day-to-day tasks but also show us that you're ready to hit the ground running.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for Windows and macOS. We value candidates who can quickly diagnose and resolve issues, so practice common scenarios you might encounter in a help desk role.
✨Tip Number 3
Showcase your customer service skills by preparing examples of how you've successfully assisted users in the past. We love candidates who can demonstrate a strong focus on user satisfaction and effective communication.
✨Tip Number 4
Stay updated on IT security best practices, including data protection and antivirus software. This knowledge is crucial for providing safe and effective support to our users, and it will set you apart from other candidates.
We think you need these skills to ace Help Desk Operator (computing)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience as a Help Desk Operator. Focus on relevant skills such as troubleshooting, customer service, and familiarity with ticketing systems. Use keywords from the job description to catch the employer's attention.
Craft a Strong Cover Letter: In your cover letter, explain why you are passionate about providing technical support. Mention specific experiences where you successfully resolved issues or improved user satisfaction. Show how your background aligns with the company's needs.
Showcase Your Technical Skills: Clearly outline your technical skills in your application. Include your knowledge of operating systems (Windows, macOS, Linux), software applications, and any experience with remote desktop support tools. This will demonstrate your capability to handle the role effectively.
Highlight Communication Abilities: Since the role requires strong communication skills, provide examples of how you've effectively communicated with users in the past. Whether through phone, email, or chat, illustrate your ability to guide users through troubleshooting steps.
How to prepare for a job interview at TESTQ Technologies
✨Show Your Technical Skills
Be prepared to discuss your experience with hardware and software troubleshooting. Highlight specific examples where you successfully diagnosed and resolved issues, especially with Windows and macOS systems.
✨Demonstrate Customer Service Orientation
Since the role emphasizes user satisfaction, share instances where you went above and beyond to assist users. Emphasize your strong communication skills and how you effectively guided clients through technical problems.
✨Familiarize Yourself with Ticketing Systems
Make sure you understand how ticketing systems work, as this is crucial for logging and tracking support requests. If you have experience with tools like ServiceNow or Zendesk, be ready to discuss it.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Practice answering scenario-based questions where you need to troubleshoot a technical issue or handle a difficult customer situation.
