Description

You will act as the primary interface between the user community and support staff to resolve technical issues.

Responsibilities

• Provide telephone support and troubleshoot hardware, software, network connectivity, and application errors.
• Schedule, prioritize, and escalate support calls to the appropriate technicians.
• Install, configure, and maintain computer hardware, software, and peripheral devices.
• Collaborate with ICT team members to research and resolve complex support requests and contribute to the resolution database.
• Monitor user satisfaction through surveys and provide input on ICT policies, standards, and software procurement.
• Lead and coach colleagues, perform quality assessments on calls, and assist with training material development.

Required Skills

• 2 to 3 years of experience in a Service Desk or technical support role.
• Proficiency in Desktop Support and IT Support.
• Hands-on experience with Hardware and Networks troubleshooting.
• Strong Verbal Communications skills for user interaction.
• Competency in Microsoft Office.
• Technical Support and Tech Support expertise.
• Bachelor's Degree in Computer Science or Information Technology.

Preferred Skills

• ITIL certification.
• CompTIA A+ or other relevant technical certifications.

Key Skills

Education

Bachelor's Degree