Duties and Responsibilities:
- Respond to requests for technical assistance in person, via phone, chat or email.
- Diagnose and resolve technical hardware and software issues.
- Research questions using available information resources.
- Advise user on appropriate action.
- Follow standard help desk procedures.
- Log all help desk interactions.
- Administer help desk software.
- Follow up with users to ensure complete resolution of issues.
- Ability to identify, report and escalate to higher level IT Team require urgent action.
- Track and route problems and requests and document resolutions.
- Prepare activity reports.
- Inform management of recurring problems.
- Stay current with system information, changes and updates.
- Help update training manuals for new and revised software and hardware.
- Train computer users as necessary.
- Clean up computers.
Education, Qualifications and Experience:
- Bachelor's degree.
- Working knowledge of fundamental operations of relevant software, Operating System, hardware and other equipment ex. (Printers. . . etc. ).
- Experience researching, analyzing and interpreting system problems.
- Knowledge of customer service practices.
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