IT Analyst

Updated: May 25, 2024 04:19 AM GMT

Metro Africa Xpress

Akure

• Taking ownership of customer issues reported and seeing problems through to resolution
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution, within agreed time limits.
• Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
• Provide prompt and accurate feedback to customers.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with customers to ensure their IT systems are fully functional after troubleshooting.
• Prepare... More Detail