Help Desk

D

1. Basic Hardware and Software Knowledge:
Installation and configuration of operating systems and applications.
Maintenance and repair of computer equipment and mobile devices (desktops, mobiles, tablets, laptops).

2. Common Problem Solving:
Diagnosis and solution of basic hardware and software problems, both at the local headquarters and at remote sites.
Resolution of simple network connectivity problems.

3. User Administration:
Creation and management of user accounts and password resets.
Configuration of basic permissions and access in active directories.

4. Networking Knowledge:
Basic networking knowledge, including configuration of routers and switches.
Understanding of basic network security and firewall concepts.

5. Support Tools:
Use of ticketing and incident management tools.
Familiarity with remote access software for technical assistance.

Microsoft Intune:
· Management of mobile and desktop devices from a cloud platform.
· Implementation and management of security policies to protect data and devices.

· Multi-platform support, including Windows, macOS, iOS, and Android.

Interpersonal Skills
1. Effective Communication: Ability to explain technical problems and solutions clearly and comprehensibly to non-technical users.
2. Patience and Empathy: Treating users with patience and empathy, especially when they are frustrated by technical problems.
3. Teamwork: Collaborating with other members of the IT team to resolve more complex problems.
4. Analytical and diagnostic capacity: not being limited to following predefined steps, but understanding the problem and attacking it from different angles.
5. Proactivity and creativity: being able to find alternative solutions (workarounds) when the standard way does not work.
6. Technical resilience: not getting blocked by errors or unexpected situations.
7. Organization and Documentation: Recording and documenting incidents and solutions accurately for future reference