Job Description
To act as a first line in handling and solving computer and office equipment related problems for PHD employees to maintain their computers availability and ensure satisfaction exceeds expectations.
- Ensure effective customer support in the area of information technology by providing technical support and assistance for hardware and software to users.
- Provide technical support to PHD employees as assigned via telephone, email, instant messaging, remote sessions, and physical visits by:
- Diagnosing, researching, and resolving end-user incidents in a timely manner through support established protocol and troubleshooting guideline.
- Assisting in fulfilling users’ technical requests in a timely manner.
- Identifying problems or conditions outside of a product that adversely affect its operation.
- Identifying product defects, and recommending workarounds, patches, and/or upgrades.
- Escalating customer issues to IT Senior Specialists, IT Support Manager or second line support as needed.
- Properly documenting and tracking customer cases on the trouble ticketing system.
- Successfully close opened incidents and ensure customer satisfaction within SLA.
- Working continuously on a task and follow up with the customer until completion.
- Prioritizing and managing several open cases at one time.
- Assist and interact with hardware and software vendors.
- Develop good understanding of assigned products and their version histories.
- Ensures the confidentiality, integrity and availability of PHD System and data security, including user access to computer.
- Contribute technical articles to PHD online knowledgebase.
Respond within agreed time limits to call-outs outside working hours.
