Key Result Areas:
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; respond to email messages for customers seeking help
• Respond to queries either in person or over the phone; write training manuals
• Train computer users; maintain daily performance of computer systems
• Ask questions to determine nature of problem; walk customer through problem-solving process
• Install, modify, and repair computer hardware and software
• Clean up computers; run diagnostic programs to resolve problems
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users; follow-up with customers to ensure issue has been resolved
• Gain feedback from customers about computer usage
• Run reports to determine malfunctions that continue to occur
• Any existing systems/ processes streamlined???? Results obtained???? Major assignments handled????
• Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
• Awards/appreciation letters received???? Other relevant achievements????