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

Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues

Research and identify solutions to software and hardware issues

Maintain jovial relationships with clients

Document technical knowledge in the form of notes and manuals

Prepare accurate and timely reports

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

Prioritize and manage several open issues at one time

Ensure all issues are properly logged

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

Provide prompt and accurate feedback to customers

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

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

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

Diagnose and troubleshoot technical issues, including account setup and network configuration