Job Description

Responsibilities:

Provide 1st Level End-user support for client users including: 

  • Microsoft Office issues (error messages, formatting, improving performance, various settings) 
  • Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings)
  • Specific corporate software (installation, error messages, tweaking)
  • Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity)
  • Analyzing support requests sent by the customer by calls, mail, in person and web submit 
  • Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system
  • Examining all problems, evaluating complexity, impact and priority.
  • Giving required support, efficiently and effectively and in accordance with priority, impact and SLA's.
  • Escalating problems according to proced...

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