Respond promptly to incoming inquiries, incidents, and service requests from end-users via phone calls, emails, or the ticketing system.
Gather relevant information to accurately assess and diagnose technical issues, providing timely resolutions or escalating to appropriate support teams as needed.
Follow standard operating procedures (SOPs) and troubleshooting guidelines to resolve common IT-related problems, including hardware, software, and network issues.
Provide excellent customer service by addressing end-users queries, concerns, and requests professionally and courteously.
Document all interactions, actions taken, and resolutions in the ticketing system, ensuring accurate and thorough records for future reference and reporting purposes.
Prioritize and manage multiple tickets simultaneously, ensuring adherence to service level agreements (SLAs) and resolution targets.
Collaborate with internal IT teams, vendors, or third-party service providers to facilitate incident resolution and service delivery.
Communicate effectively with end-users to provide updates on the status of their requests, escalate issues when necessary, and ensure a smooth resolution process.
Conduct user training sessions or create self-help resources to empower end-users to troubleshoot common problems independently and enhance their overall IT literacy.
Participate in ongoing training and professional development activities to stay updated on new technologies, tools, and best practices in IT support.
Requirements:
Bachelors degree in Information Technology, Computer Science, or a related field (preferred).
Proven experience in a customer service or technical support role, preferably in an IT service desk or incident management environment.
Familiarity with ticketing systems, remote support tools, and ITIL framework is advantageous.
Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users effectively.
Strong customer service orientation and interpersonal skills, with a passion for helping others and resolving problems promptly.
Ability to work independently and collaboratively in a fast-paced environment, managing time and priorities effectively.
Flexibility to work in rotating shifts, including evenings, weekends, and holidays, to provide 24/7 support coverage if required.
IT certifications such as ITIL Foundation, CompTIA A+, or HDI Customer Service Representative (CSR) would be a plus.
Eagerness to learn and adapt to new technologies, processes, and tools to enhance service delivery and user satisfaction.
