IT Helpdesk Internship
Posted
Summary
An IT Helpdesk internship in Perth acting as the first point of contact for customer technical issues via chat, phone, and email. Day-to-day involves remote troubleshooting, guiding customers to solutions, logging events and resolutions, and escalating unresolved cases.
Tasks:
Requirements About You:
- Serve as the first point of contact for customers seeking technical assistance over the chat, phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team and to our development/product partner
- Identify and suggest possible improvements on procedures
Requirements About You:
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field - N/A if still at university
- Commitment to work 3-4 days per week for a 12 weeks period