Job Description
Job Description Summary
Provides level 1 technical support to end users on computer-related technical problems to assigned accounts/ customers through voice support.
Key Responsibilities
1. Technical Support & Troubleshooting
Serve as the first point of contact for all IT-related issues via phone, email, ticketing system, or chat.
Diagnose, troubleshoot, and resolve hardware, software, network, and application issues.
Guide end users through step-by-step solutions and provide clear, user-friendly communication.
Resolve issues within defined SLA timelines and escalate complex issues when necessary.
2. Incident & Request Management
Log, classify, prioritize, and manage incidents and service requests in the ITSM tool.
Follow standard operating procedures (SOPs) for incident handling and problem resolution.
Track...