Log all requests in ticketing system. This includes all incoming ACD calls, direct calls, e-mails, voicemails, chats, instant messages, and any other interactions.
Provide accurate and thorough solutions to end user interactions. Escalate or transfer incidents as appropriate.
Provide information to end users regarding the status of their incidents or requests.
Troubleshoot PC hardware and software problems; perform software installations and upgrades.
Provide first line support for Internet browser issues, printer issues, applications and basic network issues.
Research, resolve, and respond to questions received in accordance with set policies and procedures.
Continuously develop communication skills and problem‑solving techniques; create more efficient support methods.
Assist in the population and maintenance of the knowledgebase.
Attempt proactive resolution of end u...
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