Deal with hardware and application support queries and issues from start through to a successful resolution
• Guide users with simple, step by step instructions
• Take ownership of tickets submitted and follow ups
• Conduct remote troubleshooting
• Provide alternative solutions until issues are resolved and follow up with users until closure
• Record all inquiries/technical issues and solutions in logs and escalate issues when required. Accurately log tickets using tracking application.
• Become familiar with applications, learn the fundamentals of commonly used software, hardware and other equipment
• Become familiar with Systems, Network, Database, Desktop, programmers, Developers and the teams within IT