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Key Responsibilities
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Initial Point of Contact:
Receive incoming calls, emails, chat messages, or self-service portal requests from users seeking technical assistance. -
Incident Logging and Documentation:
Accurately record all user interactions and detailed problem information into a ticketing system (e.g., ServiceNow, Jira, ConnectWise). -
Categorization and Prioritization:
Classify incidents based on their nature, urgency, and impact to ensure critical issues are addressed promptly according to established Service Level Agreements (SLAs). -
Dispatching and Routing:
Assign or "dispatch" tickets to the correct internal IT teams, second-level support personnel, or third-party vendors/field technicians based on the issue type and required expertise. -
Basic Troubleshooting:
Perform initial, basic-level troubleshooting (e.g., password resets, simple connectivity issues) to resolve some problems on the first contact, if possible. -
Monitoring and Follow-up:
Track the status of open tickets throughout their lifecycle, ensuring timely progression and resolution. Follow up with users to confirm satisfaction and problem closure. -
Communication Liaison:
Maintain clear and consistent communication between the end-user and the relevant support teams, keeping the user informed of progress and expected resolution times. -
Reporting:
Prepare basic reports on ticket volumes, common issues, and team performance metrics for management review. -
Knowledge Base Contribution:
Assist in identifying recurring issues and documenting resolutions or procedures to build a knowledge base for future reference.
Essential Skills and Qualifications
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Customer Service Orientation:
A commitment to providing exceptional, patient, and friendly service to all users. -
Communication Skills:
Excellent verbal and written communication skills to effectively gather information and relay instructions clearly to both technical and non-technical audiences. -
Organizational & Time Management Skills:
Strong ability to manage multiple tasks, prioritize effectively, and work in a fast-paced, sometimes high-pressure, environment. -
Attention to Detail:
Meticulous record-keeping and accurate data entry skills for documenting incidents and user information. -
Technical Awareness:
Basic understanding of computer systems, hardware, software, and networking concepts to appropriately categorize and route issues. -
Problem-Solving Attitude:
The ability to ask pertinent questions to gather information and determine the best course of action. -
Familiarity with Tools:
Working knowledge of help desk software, databases, and remote support tools.
This role is fundamental to the efficient operation of any IT support department, ensuring that every request is "caught" and "dispatched" to the right place for a swift and effective resolution.
