Genashtim

IT Support

• Provides first level of support for internal and external customers on PC system incidents and requests using technical and service knowledge.
• Assumes ownership for the coordination, investigation and documentation of customer and system incidents.
• Perform basic to medium level of diagnosis of problems and incidents and resolving them when appropriate.
• Interprets problems or errors and assesses the risk of events and escalates appropriately to protect client services.
• Properly document all problems, incidents, requests and follow- up on all of these to ensure customer satisfaction.
• Monitors issues until they are closed while demonstrating a good understanding of the customer’s business needs and applying them to the management of system events & incidents.
• Execute test plans or scripts while developing and maintaining customer Service Level Agreements (SLAs), handling time and customer satisfaction.

IT Support Specialist