- Technical Troubleshooting: Diagnose and resolve issues with computer systems, software, hardware, and peripherals.
- Issue Documentation: Maintain detailed records of customer interactions, transactions, complaints, and resolutions.
- Issue Escalation: Escalate unresolved or complex issues to the appropriate level of support personnel for further action.
- Problem Tracking: Monitor and manage ticket queues, tracking the progress of issues from submission to resolution.
- Customer Follow-up: Follow up with customers to ensure that issues are fully resolved and to solicit feedback.
- Process Improvement: Provide feedback and suggest modifications to improve help desk procedures, tools, and customer support processes.
- Knowledge Sharing: Contribute to maintaining and growing the knowledge base of help desk procedures and solutions.
- Customer Support: Respond to customer queries and provide guidance on technical problems via phone, email, or chat.