Help Desk Agent
Job Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over phone or email.
- Perform remote troubleshooting using diagnostic techniques and relevant questions.
- Determine the best solution based on issues and customer details.
- Guide customers through the problem-solving process.
- Escalate unresolved issues to the next level of support personnel.
- Provide accurate information about IT products or services.
- Record events, issues, and resolutions in logs.
- Follow up and update customer status and information.
- Pass customer feedback or suggestions to the relevant internal team.
- Identify and suggest improvements to procedures.
Requirements
- Up to 1 year of experience as a Help Desk Technician or in a customer support role.
- Proven experience as a Help Desk Technician or in a customer support role.
- Good knowledge of IT ticketing systems (e.g., GLPI), databases, and remote-control tools.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills.
- Customer-oriented and calm under pressure.
How to Apply
If you are interested in this opportunity, please send your updated CV along with your expected salary to careers@finapworldwide.com. Please mention “Help Desk Agent” in the subject line of your email.
Careers FAQ
We offer a variety of roles across departments, including software development, consultancy, project management, and more. Check our career page for the latest openings and job descriptions.
We value individuals who are passionate about innovation, have a strong work ethic, thrive in collaborative environments, and are committed to delivering excellence in their respective fields.
Our recruitment process typically involves initial screening, interviews with relevant team members or managers, technical assessments (if applicable), and final evaluations. We strive to ensure a transparent and fair process for all candidates.