• 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