Job Description

Job Description

Job Descritption

  • Taking ownership of customer issues reported and seeing problems through to resolution

  • Following COMPANY’S standard procedures for proper escalation of unresolved issues to the appropriate internal teams

  • Research and identify solutions to solve the issues

  • Diagnose and troubleshoot technical issues.

  • Ask customers targeted questions to quickly understand the root of the problem

  • Track computer system issues through to resolution, within agreed time limits

  • Properly escalate unresolved issues to Service In-charge / Service Manager

  • Provide prompt and accurate feedback to customers

  • Refer to internal database or external resources to provide accurate tech solutions

  • Ensure all issues are properly logged

  • Prioritize and manage several open issues at one time

  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting

  • Prepare accurate and timely reports as per company policy.

  • Document technical knowledge in the form of notes and manuals

  • Maintain jovial relationships with clients

  • Ensure additional revenue generation from all customers sites.

  • Be updated with latest technologies and technical skills and keep tool kit and calibrated Multi meter etc. always available with you.

  • Preparation and submission of monthly reports

  • Ensure customer satisfaction.

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