Key Deliverables:
- Act as the point of contact for service users to diagnose and resolve issues.
- Categorize and record queries, providing timely solutions.
- Provide essential online security advice and support.
- Ensure effective handling of incidents and service requests, following agreed procedures.
Role Responsibilities:
- Monitor issues from start to resolution, escalating as needed.
- Advise users on the appropriate course of action.
- Log incidents and service requests and maintain relevant records.
- Track reliability data for services and improve the resolution process.
Skills Required
Software Troubleshooting, Desktop Troubleshooting, Ticketing Tools, Outlook Configuration, Hardware Troubleshooting