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: • Serving 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 • Determining 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