IT Support Agent
4 days ago
About the Role:
The IT Support Agent will be responsible for delivering technical support to employees, responding to calls, emails, and tickets in a timely manner. Key responsibilities include evaluating and escalating unresolved incidents or requests, documenting all interactions, and verifying resolution with end users.
Key Responsibilities:
- Provide technical support to employees, responding to calls, emails, and tickets in a timely manner.
- Evaluate and escalate unresolved incidents or requests to the concerned team, providing initial diagnosis and solutions.
- Act as a focal point of contact between employees and IT departments, ensuring seamless communication and collaboration.
- Document all interactions by logging tickets on the ITSM system, maintaining accurate records and reporting metrics.
- Verify resolution with end users, resolving assigned incidents, and identifying areas for process improvement.
Requirements:
- Bachelor's Degree in computer science, information systems, engineering, or a related field.
- 3+ years of experience as an IT Support Agent, preferably in a Windows client OS environment.
- Extensive troubleshooting knowledge and hands-on experience in Microsoft Office Applications and related technologies.
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