General PurposeProvide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.Main Job Duties and Responsibilitiesrespond to requests for technical assistance in person, via phone, chat or emaildiagnose and resolve technical hardware and software issuesresearch questions using available information resourcesadvise user on appropriate actionfollow standard help desk procedureslog all help desk interactionsadminister help desk softwarefollow up with customers and users to ensure complete resolution of issuesredirect problems to correct resourceidentify and escalate situations requiring urgent attentiontrack and route problems and requests and document resolutionsresolve technical problems with Local Area Networks and Wide Area networksprepare activity reportsinform management of recurring problemsstay current with system information, changes and updateshelp update training manuals for new and revised software and hardwaretrain computer users as necessaryclean up computersEducation, Qualifications and ExperienceBachelors degree preferredworking knowledge of fundamental operations of relevant software, hardware and other equipmentexperience researching, analyzing and interpreting automated system problemsknowledge of relevant call tracking applicationsknowledge and experience of customer service practicesrelated experience and training in troubleshooting and providing help desk supportKey Skills and Competenciesoral and written communication skillslearning skillscustomer service orientationproblem analysisproblem-solvingadaptabilityteam interactionplanning and organizingattention to detailstress tolerance