Help Desk Specialist

The Help Desk Attendant is responsible for ensuring effective first-level support (by telephone or email) to office-based and/or retail users in order to resolve technical problems. The core responsibilities of this role include: analyzing user requests; autonomously supporting users in order to resolve minor problems; qualifying and consistently addressing incidents based on the topic; monitoring incident resolution and communicating the progress to users; proactively proposing preventive and improvement action by examining requests and feedback.