Provide Technical Support: Respond to user inquiries and support requests via phone, email, chat, or in person. Diagnose and resolve technical hardware and software issues in a timely manner.
Troubleshooting: Analyze problems related to desktop systems, applications, network connectivity, printers, and mobile devices. Identify solutions or escalate issues to specialized teams if needed.
Software & Hardware Management: Assist with the installation, configuration, and updates of software applications i.e. Print management software , Document Management software etc. on different operating systems i.e. Windows, Mac, Linux etc and hardware devices i.e. Multifunction printers , Card readers, Biometric terminals etc
Incident Management: Track, log, and update support tickets in a timely manner . Ensure that issues are resolved according to service-level agreements (SLAs).
User Training & Documentation: Create and maintain support documentation for common issues and resolutions. Provide training or guidance to users on software applications, tools, and IT best practices.
Collaboration: Work closely with Reseller , End customer teams to escalate and resolve more complex technical issues to Vendors
Continuous Improvement: Suggest improvements to current systems, processes, or workflows to enhance efficiency and user satisfaction.
