OUR MAIN GOALS

Installing and configuring computer hardware, software, systems, networks, printers, and scanners

Monitoring and maintaining computer systems and networks

Responding in a timely manner to service issues and requests

Providing technical support across the company (this may be in person or over the phone)

Setting up accounts for new users

Repairing and replacing equipment as necessary

Testing new technology

To provide a professional first technical point of contact for the customer .

Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.

Provide updates as needed to the customer in order to meet performance objectives.

To ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process.

To perform technical escalations in line with company procedure.

To monitor systems, customer network security and products, and deal with alerts and events as appropriate.

To liaise and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate.

Document all troubleshooting and a case management actions via the electronic case management system.

To conduct initial diagnostics and undertake basic fault diagnostics to resolve where possible, customer faults.