IT Support

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Direct unresolved issues to the next level of support personnel.
• Provide assistance with IT products or services being incorporated within the organisation.
• Record IT troubleshooting service logs and resolution.
• Follow-up and update IT assistance as requested status and information.
• Pass on any feedback or suggestions by systems/software end user to the appropriate internal team.
• Identify and suggest possible improvements on procedures.