• Provide telephone support as far as possible before escalating the problem to a qualified support technician.
• Schedule and prioritize support call for attention by the most appropriate support technician.
• Escalate problem situations as appropriate.
• Provide accurate and comprehensive solutions to customer problems by collaborating with relevant ICT team members.
• Research, resolve, and respond to complex support requests.
• Empower customers so that they can make more effective use of the ICT services available to them.
• Participate in team projects that enhance the quality or efficiency of the ICT ServiceDesk.
• Contribute solutions to the resolution database.
• Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to customers.
• Provide technical assistance and support to end-users, including troubleshooting hardware an...