Help Desk

Help Desk Professional

At BlackStone eIT, we are seeking a skilled Help Desk professional to join our dynamic team. The ideal candidate will provide excellent technical support to our clients and internal users, ensuring timely resolution of issues while delivering superior customer service. As a Help Desk team member, you will play a key role in enhancing the operational efficiency of our technology systems.

Key Responsibilities

• Respond to IT support requests via phone, email, or ticketing system in a timely manner.
• Diagnose and troubleshoot hardware and software issues; provide solutions or escalate as necessary.
• Document and track support issues, solutions, and user interactions in the help desk system.
• Assist in setting up and configuring new equipment for users.
• Provide guidance and training to users on software and tools.
• Monitor and manage support ticket backlog to ensure issues are resolved quickly.
• Stay informed on industry trends and emerging technologies to provide the best support possible.
• Support: Responding to user queries and issues, either via phone, video call, email, chat, or in-person.
• Troubleshooting: Diagnosing and resolving technical issues, which can range from simple password resets to more complex problems with network connectivity or software functionality.
• Hardware and Software Maintenance: Installing, configuring, and updating hardware and software, and ensuring they are functioning correctly.
• Documentation: Keeping records of issues and resolutions, maintaining IT inventory and documentation of processes and systems.
• Escalation of Issues: Recognizing when a problem needs to be escalated to a higher-level technical team or management.
• User Training and Guidance: Educating users on how to use various IT resources and software applications effectively.
• Ensuring Compliance: Making sure that IT practices adhere to organizational policies and industry standards, including security protocols.