What are the responsibilities and job description for the Help Desk Support position at True World Group?
Main Job Tasks and Responsibilities
- respond to requests for technical assistance in person, via phone, electronically
- diagnose and resolve technical hardware and software issues
- research questions using available information resources
- advise user on appropriate action
- follow standard help desk procedures
- log all help desk interactions
- categorize issues according to type: network, server, ERP, PC, software, phone or email
- redirect problems to correct resource
- identify and escalate situations requiring urgent attention
- track and route problems and requests and document resolutions
- prepare activity reports
- inform management of recurring problems
- stay current with system information, changes and updates