IT Technical Support

Duties & Responsibilities
Essential Responsibilities and Duties
Provides First and second-line investigation and diagnosis

Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines

Escalates unresolved incidents/service requests within agreed timescales

Logs relevant incident/service request details per Service desk procedures

Communicates with client regarding incident progress

Ensures tickets are always updated until issues are resolved

Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.

Resolving technical issues quickly and efficiently

Installing and configuring necessary software and meeting end-user needs

Escalating any serious problems to relevant departments and teams

Ensuring optimal network performance

Performing system updates, tests, and maintenance to avoid service interruptions