Key Responsibilities
- Initial Point of Contact:Receive incoming calls, emails, chat messages, or self-service portal requests from users seeking technical assistance.
- Incident Logging and Documentation:Accurately record all user interactions and detailed problem information into a ticketing system (e.g., ServiceNow, Jira, ConnectWise).
- Categorization and Prioritization:Classify incidents based on their nature, urgency, and impact to ensure critical issues are addressed promptly according to established Service Level Agreements (SLAs).
- Dispatching and Routing:Assign or dispatch tickets to the correct internal IT teams, second-level support personnel, or third-party vendors/field technicians based on the issue type and required expertise.
- Basic Troubleshooting:Perform initial, basic-level troubleshooting (e.g., password resets, simple connectivity issues) to resolve some problems on the first contact, if possible.
- Monitoring and Follow-up:Track the status of open tickets throughout their lifecycle, ensuring timely progression and resolution. Follow up with users to confirm satisfaction and problem closure.
- Communication Liaison:Maintain clear and consistent communication between the end-user and the relevant support teams, keeping the user informed of progress and expected resolution times.
- Reporting:Prepare basic reports on ticket volumes, common issues, and team performance metrics for management review.
- Knowledge Base Contribution:Assist in identifying recurring issues and documenting resolutions or procedures to build a knowledge base for future reference.
Essential Skills and Qualifications
- Customer Service Orientation:A commitment to providing exceptional, patient, and friendly service to all users.
- Communication Skills:Excellent verbal and written communication skills to effectively gather information and relay instructions clearly to both technical and non-technical audiences.
- Organizational & Time Management Skills:Strong ability to manage multiple tasks, prioritize effectively, and work in a fast-paced, sometimes high-pressure, environment.
- Attention to Detail:Meticulous record-keeping and accurate data entry skills for documenting incidents and user information.
- Technical Awareness:Basic understanding of computer systems, hardware, software, and networking concepts to appropriately categorize and route issues.
- Problem-Solving Attitude:The ability to ask pertinent questions to gather information and determine the best course of action.
- Familiarity with Tools:Working knowledge of help desk software, databases, and remote support tools.
