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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Responsibilities
- Log all requests in ticketing system. This includes all incoming ACD calls, direct calls, e-mails, voicemails, chats, instant messages, and any other interactions.
- Provide accurate and thorough solutions to end user interactions. Escalate or transfer incidents as appropriate.
- Provide information to end users regarding the status of their incidents or requests.
- Troubleshoot PC hardware and software problems; perform software installations and upgrades.
- Provide first line support for Internet browser issues, printer issues, applications and basic network issues.
- Research, resolve, and respond to questions received in accordance with set policies and procedures.
- Continuously develop communication skills and problem‑solving techniques; create more efficient support methods.
- Assist in the population and maintenance of the knowledgebase.
- Attempt proactive resolution of end u...