Job Description
Job details
Job Purpose
You will be responsible for providing fast and useful technical assistance on software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers and tools.
Duties and Responsibilities:
- Serve as the first point of contact for stakeholders seeking technical assistance over the phone or email.
- Responding to queries via chat, email, phone or directly
- Providing technical assistance for questions and problems
- Resolving problems with networks and other computer systems
- Diagnosing system errors and other issues
- Perform troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the stakeholders through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update stakeholders status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Running reports to analyse common complaints and problems
- Installing or changing software to fix issues
- Remotely accessing hardware or software for clients to make changes and fix problems
- To ensure system security, maintenance and back up is
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