Help Desk Technician at Lorache Group

Lorache Group - Our client, one of the Nigerian leading Internet Service Provider (ISP), request the service of active and vibrant individual with exceptional attributes to fill the position of:Job Title: Help Desk TechnicianLocation: LagosJob BriefWe are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems.You will answer queries on basic technical issues and offer advice to solve them.An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.They must also be customer-oriented and patient to deal with difficult customers.The goal is to create value for clients that will help preserve the company’s reputation and business.ResponsibilitiesServing as the first point of contact for customers seeking technical assistance over the phone or emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements on procedures. 

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