Job Description
Identify hardware and software needs of each user’s computers and take measures to meet those needs.
Aid in customizing and adapting existing programs on a computer system to meet the needs of the users.
Troubleshoot problems with hardware and software on tier 1.
Provide users with network access according to instructions provided by management.
Reinforce SLAs to manage end-user expectations.
Handle computer security breaches by following standardized procedures.
Monitor the Service Desk queue and keep it aligned with the SLA.
Assist customers and users with their hardware issues over the telephone, face to face and through emails and tickets.
Train users to handle information technology equipment by providing precise instructions
Provide training to users in the event of a new technology module.
Provide new users with orientation of existing technology ...