IT Help Desk Specialist

A young and dynamic company, leaders in the Aviation Industry, are looking for an IT Help Desk Specialist to join their team. The selected candidate must be able to work on their own initiative with a professional approach and attitude.

Responsibilities:

• Serve as 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
• Assist the customer through the problem-solving process
• Direct unresolved issues to the next level of support
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• End to End support on solutions involving developments
• Helps and provides support to PM team in development projects. (QA, testing, end users' training)