Job Overview
This role will be part of our ICT Support Delivery team and will provide technical assistance on ICT systems. The incumbent will attend to queries on basic technical issues and offer advice to resolve the issues that has been reported.
Key Duties and Responsibilities
- Serve as the first point of contact for customers seeking technical assistance, over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
Key Requirements:
- Hold a Diploma or Degree qualification in Computing Science, Information Systems, or a related field.
- Proven experience as a help desk technician or other customer support role.
- Tech savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
More Information
- Address Level 1, Garden City, Suva
