In the role of Help Desk Analysts, we work on the frontline of customer support. We help to resolve technical issues end users encounter, or connecting those users with more intensive IT support. We take the initial inquiry and manage hardware, software, or network issues. We also resolve more complex systems and applications problems. We identify trends in issue reporting and come up with preventative solutions. Performing remote support is our principal responsibility. We keep documentation regarding incoming calls and record specific issues. We help identify any ongoing issues or patterns. Some of us travel to customer locations to provide onsite repairs or installations.
Core tasks:
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