Help Desk Support
Job description involves providing first-level technical assistance to VIP user & fan accouns via phone, chat, or email, using remote tools to diagnose and fix problems, resetting passwords, installing software, documenting tickets, and escalating complex issues to higher-level support, requiring strong communication, problem-solving, and customer service skills. Key Responsibilities: User Support: Serve as the initial contact for technical issues, assisting employees, VIP users or fans with basic IT problems related to their account. Troubleshooting: Diagnose and resolve issues with user account, software (Office, browsers), peripherals (printers, scanners), and network connectivity. Remote Assistance: Utilize remote desktop software (TeamViewer, Bomgar) to access and fix user devices. Ticket Management: Log, track, and update support requests in ticketing systems (Jira, Zendesk). Account Management: Perform basic tasks like password resets, refund processing, tickets submission, account unlocks, and permission changes. Documentation & Training: Create and maintain support documentation, and provide basic user training on new software or processes. Escalation: Escalate complex or unresolved issues to Tier 2/3 support or field technicians. Essential Skills & Qualifications: Technical Skills: Familiarity with common operating systems, networking basics, and remote access tools. Soft Skills: Excellent verbal and written communication, patience, problem-solving, and customer service. Experience: Often an entry-level role, but prior help desk or IT support experience is highly beneficial. Typical Tools Used: Ticketing Systems: Jira, Zendesk Remote Access: TeamViewer, Bomgar, VNC, Microsoft Remote Desktop Bomgar, VNC, TeamViewer, Remote Desktop Communication: Phone, Email, Live Chat phone, chat, or email
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