Provide first-level remote IT services or assist in the delivery of higher level services to our customers
Properly enter all calls into the helpdesk system
Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed- Service Level Agreement parameters
Ability to use remote desktop applications in order to troubleshoot end user PC related problems
Ability to resolve standard documented problems with minimal assistance
Take ownership for customer problem resolution
Possesses working knowledge of customer support business and technology processes: -- Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc.
Identify customer-training issues on standard and non-standard products
Able to contribute to technical discussions with other team members and contributes to the decision making process