Help Desk Technician

All Help Desk personnel need excellent problem-solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. In addition, technicians should have a strong technical understanding of applications, including the various hardware, software, and networking systems being supported.

Employer requirements depend on the help desk position level:

Tier 1, an entry-level position, normally requires less than two years of work experience and may require an associate’s degree or completion of coursework at a technical school.

Tier 2  jobs typically require two to four years of work experience and may require a bachelor’s degree or a two-year degree and additional, equivalent work experience in a help desk setting.

Tier 3 positions often require four or more years of help desk experience, may require a bachelor’s degree in computer science or a related field, and/or professional certifications such as HDI’s Customer Service Representative or Support Center Analyst or the Microsoft Certified Systems Engineer (MCSE) designation.

Valenta's IT Services

Typical duties of a Help Desk Technician

Tier 1
  • Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems
  • Recognizing and escalating more difficult problems to Tier 2 support
  • Logging call activity
Tier 2
  • Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier 1
  • Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation
Tier 3
  • Researching and resolving the most difficult and complex problems that other help desk levels have been unable to resolve
  • Analyzing and identifying trends in issue reporting and devising preventive solutions
  • Mentoring other Help Desk Personnel on hardware and software problem analysis and resolution

Why Valenta's IT Services?

Dedicated Team Members

We will allocate a dedicated team member and reporting manager to your business. Our reporting managers  oversee quality and service delivery.

No Lock-in Contracts

Our contracts are simple with no lock-in terms.

 

 

 

ISO Certified

We take information security very seriously and are ISO 27001 certified for Information Security. As part of our data security protocol, we have installed various checks and measures at different levels across our enterprise ecosystem.

Customized Solutions

We pride ourselves on our agility and we are adept with all of the major operating systems, ensuring a seamless transition.

Dedicated Team Members

We will allocate a dedicated team member and reporting manager to your business. Our reporting managers  oversee quality and service delivery.

No Lock-in Contracts

Our contracts are simple with no lock-in terms.

 

 

 

ISO Certified

We take information security very seriously and are ISO 27001 certified for Information Security. As part of our data security protocol, we have installed various checks and measures at different levels across our enterprise ecosystem.

Customized Solutions

We pride ourselves on our agility and we are adept with all of the major operating systems, ensuring a seamless transition.

Peace of Mind with Valenta BPO

24x7 Support

We have a global presence with offices in Australia, UK, and US, backed by well-staffed delivery centres in Bangalore, Vizag, Ahmadabad and Mohali in India, and Penang in Malaysia enabling us to support you 24×7.

Highly Qualified Resources

At Valenta BPO we take care of the entire recruitment and training process so that when you engage our services, you are guaranteed a qualified dedicated resource for your business, who is ready to start immediately. The only training necessary is specific to your businesses policies and processes.

Up to a 60% Cost Saving

On average, our Valenta BPO client's report a cost saving of up to 60% by outsourcing key services. Furthermore, recent survey's show that our client's do not believe they are compromising on the quality of outcomes, and are achieving business growth faster than otherwise would be possible.

Flexible Engagements

We design solutions to meet specific client requirements and offer flexible engagement models. Our resources can be engaged full time, part time, or on a transactional basis without lock-in contracts.

Valenta's IT Solutions

Junior Virtual IT Staff

1 - 3 Years of Experience

$2,000 – $2,500 per month

Mid-Level Virtual IT Staff

4 - 7 Years of Experience

$3,000 – $4,500 per month

Senior Virtual IT Staff

8+ Years of Experience

$5,000 – $6,500 per month

What do our client's say?

  • Since engaging Valenta, we’ve been able to take on a much higher work load. We’ve been able to bring someone into the team for a lower cost, but without compromising on that quality of work. Outsourcing has been a great solution compared to hiring somebody locally. It’s a lot more cost effective and it’s easy to do.

    Natalie Gillies and Clare Harding
    Arthur J Gallagher
  • We have found Valenta’s service to be very professional, very capable and very timely. As a result, it’s increased our productivity and reduced our bottom line. We’ve had some very good cost savings with our outsourcing arrangement with Valenta. We found their cost is very competitive compared to the market which has benefited our bottom line.

    Tommy Laskaris
    Oracle
  • It’s really helped me gain scale and leverage on my most important business processes. If you find yourself running out of time, and you want to work with the best team you should consider Valenta BPO.

    Timothy J McNeely
    Lifestone Companies

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