Job Summary: Serves as a centralized point of contact for end-users seeking technical assistance. It provides first-level technical support, troubleshooting and resolving a wide range of IT issues to ensure optimal system performance and user productivity.
Duties and Responsibilities:
- User Support: Respond promptly to user inquiries via phone, email, and ticketing systems, providing clear and concise explanations of technical issues and solutions in a user-friendly manner.
- Ticket Management: Prioritize and manage support tickets effectively, ensuring timely resolution of urgent issues and minimizing user downtime.
- Customer Service: Engage with users in a professional and courteous manner, fostering positive relationships and building trust. Deliver clear and concise explanations of technical issues tailoring the communication to the user's level of technical understanding. Maintain a positive and helpful attitude to support user needs effectively.
- Service Requests: Process and fulfill service requests, such as password resets, account creation, and software installations in a timely and accurate manner.
- Incident Resolutions: Troubleshoot and resolve a wide range of IT issues, including hardware, software and network problems. Escalate complex issues to higher-level support trams, providing clear communications and necessary information.
- Problem Management: Identify recurring incidents, analyze roots causes, and implement preventive measures to minimize future occurrences. Analyze incident trends to identify potential system vulnerabilities or process inefficiencies.
- Knowledge Management: Document and maintain accurate records of all interactions with users, including incident tickets and knowledge base articles.