Description

Responsible for providing the first-line telephone and various other media technical support of hardware, systems, sub-systems and/or applications for customers and/or employees
Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. , in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service
Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. identify problems, and take corrective action.
Escalates complex problems to the Remote Support Engineering staff or Field Engineering or other teams with a higher level of expertise within organization
Strive for a high level of first contact resolution.

Key Responsibilities

1st Level telephone and other media contact support
Respond to and resolve customer requests
Accurately document calls and incidents
Manage time and workload to meet predetermined service levels
Maintain data accuracy in our contact management system
Assign incidents and requests to the correct support group
Act as a single point of contact on incidents and problems logged
Perform appropriate diagnostics to initiate problem management workflow process
Provide clients with a reference number for their incident/request
Understand various media sources that interface with the Help Desk
Support multiple clients through customer service professionalism and insight
Identify process efficiencies within the Service Centre and to take corrective action to implement change.
Discover and document process and procedures which need to be published to the team or on the Knowledgebase

Typically requires: High School diploma (Associate´s Degree, professional certification(s), or license preferred)
2-4 years of related experience
at least 6 months IT Service Desk experience (providing support for MS Office, MS windows networks)