- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilise excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
• Bachelor's degree in Computer Science, or related work experience.• 1-4 years of experience in Help Desk & IT Support• Excellent problem-solving and communication skills.• Ability to work as part of a team• Good communication skills • Good troubleshooting & Problem Solving Skills• Technically prepares, and installs all acquired computers, Printers/photocopiers, internet routers and servers.• Handles the inventory of all IT-related hardware in addition to reporting it on regular basis or as required.• Ensures maintenance of all IT-related systems in terms of software and hardware.• Responds to all employees' software and hardware inquiries resolving related problems.• Checks on servers, internet routers, and access points on daily basis to ensure proper operation.