In order to provide excellent
customer service, these experts complete duties
such as asking
customers about computer problems, diagnosing technical
issues, making repairs, cleaning computer components, running tests, and ensuring optimal operation levels.
• Act
as the first point of contact for
customers or users looking for solutions to their information technology problems • Coordinate and schedule information technology support through tickets • Review incoming tickets and determine priorities by figuring out which ones need the most help • Respond to tickets by providing step by step guides or asking for additional information • Communicate with
customers to keep them in the loop
about service ticket progress • Interview
customers directly or over the telephone to acquire details of problems with their computers or peripherals • Assist
customers by working out reasons for faults and explaining why they transpired • Troubleshoot software and hardware
issues including license problems, file corruption and component malfunction • Set up new computer systems and peripherals and upgrade existing ones • Install and configure operating systems and monitor and maintain networks and systems • Set up new user accounts and profiles and handle any corresponding password
issues • Resolve incidents with peripherals
such as printers, copiers and scanners • Track daily performance of systems and conduct analysis in order to improve system performances