1.First Point of Contact: Serve as the initial point of contact for End Users seeking technical assistance via phone, email, or in person.
2.Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions.
3.Problem Resolution: Determine the best solution based on the issue and details provided by User and walk them through the problem-solving process.
4.Escalation: Direct unresolved issues to the next level of support personnel.
5.Information Management: Record events, problems, and their resolutions in logs, and follow up to update end users status and information.
6.Technical Support: Provide accurate information on IT products or services and assist with hardware and software installations, configurations, and maintenance.
7.Training: Train staff members on new systems, software, and technology.
8.Documentation: Create and maintain documentation and procedures for IT processes.