Job Description
The incumbent is responsible to provide first level contact/technical assistance and support via telephone or in-person for technology issues, service requests related to computer systems, hardware, or software responsibilities:
● Serve as the first point of contact for clients seeking technical assistance over the phone or in person.
● Provide technical support for incoming queries and issues related to computer systems, software, and hardware through phone, ticketing system, or in-person.
● Pass on any feedback or suggestions by customers to the appropriate internal team.
● Record events and problems and their resolution in logs.
● Monitor service desk for tickets assigned to the queue and process first-in, first-out based on priority.
● Determine the best solution based on the issue and details provided by clients.
● Manage PC set up and deployment for new employees using standard hardware, images, and software and train computer users.
● Install, test, modify and configure workstations, peripheral equipment, printers, scanners, tablets, and software modify configurations, utilities, software default settings, etc. for the local workstations.
