It Support Analyst

Responsibilities:

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution, within agreed time limits.
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams .
• Refer to internal database or external resources to provide accurate tech solutions.

Key Skills:

• Active Listening.
• Adaptability.
• Analysis of Technical Issues.
• Application Support.
• Assessing Customer Support Needs.