About The Role
Advises and assists users over the telephone, email or chat to resolve incidents related to hardware, software, network connectivity and peripherals. Screens, diagnoses, researches and resolves user issues. Maintains passwords, data integrity and file system security for the desktop environment. Provides onboarding support of new associates, including laptop and/or desktop configuration, system access and security clearances. Documents service requests and dispatches orders to support groups for problem resolution. Provides quick response to ensure maximum uptime of all users and to meet or exceed Service Level Agreements (SLAs).
Key Responsibilities
- Responsible for providing the first line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees.
- Typically provides technical support for external customers.
- Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
- Discover and document process and procedures, which need to be published to the team or on the Knowledgebase.
- Escalates complex problems to a higher level of expertise within organization.
Key Qualifications
- Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery
- Competence in MS Office and other standard software
- Understanding of Active Directory to unlock and reset passwords
- Analytical and diagnostic skills
- Good Communication Skills
