Helpdesk Support Technician

- Provide assistance to clients facing computer-related issues - Handle calls and document all customer requests for problem resolution or information - Retrieve voicemail messages and log them in the problem management system - Identify problems, determine causes, and take necessary actions for resolution - Execute corrective procedures to resolve issues, ensuring customers are satisfied - Collaborate with other IT teams to meet end-user requirements for new applications - Support project teams during hardware and software rollouts as necessary - Stay updated about specific application and system changes by engaging with relevant teams - Route detailed descriptions of unresolved issues to appropriate support personnel - Keep informed of changes affecting customer systems - Coordinate with customers and IT personnel to service malfunctioning hardware - Maintain comprehensive records of work and prepare activity reports as required - Foster effective working relationships with IT staff, vendors, and management - Make support decisions in alignment with company policies and guidelines - Promote teamwork through cooperative interactions with colleagues