Help Desk Job at Miracle Software Systems
USA-Texas
Exp 5 - 10 Years
Key Skills
Customer support
AI ChatBots
Automate Ticket Management
Responsibilities
- Be the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- The Solution Desk Technician would create, maintain, and monitor help desk tickets and ensure they are properly entered into the RemedyForce ITSM platform
- Maintain a high-level technical proficiency in areas of personal computing and application support through experience, on-the-job training, and formal IT training
- Assist IT team members in research, implementation, configuration, and administration of the organization's computing system environment
- Respond to technical IT assistance requests from the Remedy Ticketing System
- Direct unresolved issues to the next level of support personnel and provide accurate information on IT products or services
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements to procedures
- Diagnose faults and escalate issues to ensure appropriate service levels are offered to the customers
- Facilitate feedback and communications between the ITS team and Client staff regarding support request status and training as needed
Education
- Bachelor’s degree in Computer Science or similar technical discipline, or equivalent work
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