Job Description

You will resolve end-user inquiries via phone and electronic means. Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, use Web Resources, etc. to resolve issues. In this role, you will provide guidance and real-time resolution on a wide range of technical and non-technical customer end-user issues, including, but not limited to: account access, printer support, network drive access, and electronic support troubleshooting, handle open service requests that are dispatched, analyse the hardware or software problem and write case notes in the tracking system. 

Responsibilities include:

  • Responding promptly to helpdesk tickets via phone, email, or web-based channels
  • Troubleshooting and resolving customer issues using established procedures and resources
  • Documenting all customer interactions and resolutions in a ticketing system
  • Escalating complex or unresolved issues to the...

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