Helpdesk Engineer
Nexus Technologies, Pakistan

• Respond to requests for technical assistance in person, via phone, electronically
• Diagnose and resolve issues being faced by users
• Research questions and their resolution using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Redirect problems to correct resource or resolution by owning the Trouble ticket
• Identify and escalate situations requiring urgent attention to
• Track and route problems and requests and document resolutions
• Prepare activity reports and daily, weekly and monthly progress reports in terms of receiving and resolution of requests
• Inform management of recurring problems
• Stay current with system information, changes and updates

• Strong customer-service orientation.

• Self-motivated with the ability to effectively prioritize and execute tasks in a high-pressure environment.

• Ability to present ideas in user-friendly language.

• Understanding of the organization's goals and objectives.

• Experience working in a team-oriented, collaborative environment.

• Effective interpersonal skills and relationship-building skills.

• Strong written and oral communication skills.

• Analytical and problem-solving abilities, with keen attention to detail.

Job Rewards and Benefits