You will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. You will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA with your excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations.

Responsibilities

• Act as first line of contact for our clients via all communication channels.
• Ensure all calls are logged and detailed in Incident Management ticketing system.
• Monitor incident management queue, providing the appropriate categorization and responding within SLA.
• Ensure tickets contain clear and concise details of issues
• Undertake first line diagnostics at first contact to determine and resolve general issues.
• Provide excellent customer service to callers by engaging customers according to training, policies & expe...