Help Desk Agent

Help Desk Agent

Company Name: Fintechnology Asia Pacific (FINAP)

Job Location: Sri Jayawardenepura Kotte

Role Overview

We are seeking a customer-oriented Help Desk Agent to serve as the primary point of contact for our clients seeking technical assistance. In this role, you will diagnose, troubleshoot, and resolve basic technical issues while ensuring an exceptional customer support experience.

Job Responsibilities

• First-Line Support: Serve as the initial point of contact for clients seeking technical assistance via phone or email.

• Troubleshooting: Perform remote troubleshooting utilizing diagnostic techniques and targeted questioning.

• Problem Solving: Determine the most effective solutions based on the specific issue and client details, guiding users clearly through the resolution process.

• Escalation: Promptly escalate unresolved complex issues to the next tier of support personnel.

• Documentation: Accurately record support events, technical issues, and final resolutions in system logs.

• Client Retention: Follow up with customers to provide status updates and ensure their issues are fully resolved.

• Feedback & Improvement: Relay valuable customer feedback or suggestions to internal teams and proactively suggest procedural improvements.

Requirements

• Experience: Up to 1 year of proven experience as a Help Desk Technician or in a technical customer support role.

• Technical Knowledge: Good understanding of computer systems, mobile devices, and standard tech products.

• Tools: Familiarity with IT ticketing systems (e.g., GLPI), databases, and remote-control tools.

• Core Skills: Ability to diagnose and resolve basic technical issues coupled with excellent communication skills.

• Mindset: Heavily customer-oriented with the ability to remain calm and professional under pressure.

How to Apply

If you are ready to grow your career with FINAP, please email your updated CV and expected salary to careers@finapworldwide.com.

Important: Please include “Help Desk Agent” in the subject line of your email.

To help speed up your application process, please include the following brief details within your email body:

• Full Name & Contact Information

• Highest Education Level (High School / Bachelor’s / Master’s / Doctorate)

• Years of Experience & Notice Period

• Current Salary & Expected Gross Salary

• Availability Preferences (On-site / Remote / Part-time)

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