Purpose
Provides first line support to customers, resolving issues or escalating (to 2nd line support) within the agreed service level agreement.
Work Overview
- First response for desktop and cabling issues.
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Works with servers and telephone systems.
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are accurately logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Troubleshoots independently aiming for first time resolution every time, knowing when to escalate when required to ensure consistent work velocity.
- Provides detailed information on steps taken on all escalations.
