- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Promptly respond to issues remotely and onsite if required
- Ask colleagues targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk team through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate third party and follow up until completed
- Provide prompt and accurate feedback to colleagues
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with colleagues to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain IT infrastructure
- Maintain good relationships with colleagues
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