Serve as the first point of contact for customers seeking technical assistance over the phone or email

Perform remote troubleshooting through diagnostic techniques and relevant questions
Determine the best solution based on the issue and details provided by end-users
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support groups.
Provide accurate information on IT products and services to the end users.
Record events and problems and their resolution in logs
Follow-up and update End-Users by their issues status and related information
Pass on any feedback or suggestions by end-user to the appropriate team

IT Service Desk Specialist