To provide post sales customer and technical support on a wide range of electronic and operating system devices
RESPONSIBILITIES
· Respond to all customers enquires within given timescales, efficiently and effectively.
· Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for network, server and security
· Research, resolve, and respond to questions received in accordance with set policies and procedures
· Provide accurate and thorough solutions to user problems
· Communication of problem status to the end user
· Research and supply information in order to propose solutions for customers
· Recognise when a problem or query should be transferred to another department or a more senior member of staff
· Deal with all letters, email, fax correspondence as required/requested
· Maintain and update customer and internal information
· Enter and retrieve information into local logging system
· Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth