Primary 1st contact for all customer inquiries - responsible for answering most calls to the Helpline number and writes up ticket, and routes issues that have been emailed in
Resolves simple hardware, software, and network issues unless doing so would conflict with first priority above
Provides excellent customer support and reassurance
Makes recommendations for rebalancing ticket- load amongst IT team when appropriate
Handles administrative tasks including asset management, data input, filing etc
Takes on various projects under the direction of the Director, IT
Uses judgment regarding prioritization of tickets to meet departmental standards and business needs
Set up of new employee email accounts
Expected to be available 3-4 times per year for planned projects after normal hours
Responsible for assisting all customers with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.
Using a variety of resources in order to respond to user question in a timely matter
Required to stay abreast of current news, system information, problems, changes and updates relevant to our user community.