• Providing Technical support over the phone to all Users.
• Handling incoming i----------- via the phone / email promptly and effectively.
• Diagnosing and resolving a wide range of technical issues over the phone.
• Escalating calls and issues where necessary to senior managers & team leaders.
• Ensuring that all call details are captured and entered in the logging software.
• Answering & responding to all calls & requests within agreed time scales.
• Updating support documentation.
• Keeping customers updated as to progress.
• Resolving issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.
• Established service by walking callers through new installations and configurations.
