Serving as the first point of contact for employees seeking technical assistance over the ticket system, phone, or email and ensuring that issues are resolved promptly based on a daily priority list.
Following and implementing the company's data security rules to protect confidential information and maintain compliance.
Ensuring that security measures and software upgrades are applied to desktops and laptops and kept up-to-date.
Following up with clients to ensure that their technical issues have been fully resolved.
Performing remote troubleshooting through diagnostic techniques to identify and resolve technical issues.
Evaluating system potential by testing the compatibility of new programs with existing programs.
Diagnosing and solving server software or application faults, including antivirus, Microsoft Office, and other software.
Processing customer correspondence and handling escalated calls or customer issues as needed.
Achieving Key Performance Indicator targets to meet business goals and objectives.
Keeping an inventory of all IT equipment, software, and license users for tracking and maintenance purposes.