Key Tasks and Responsibilities
To provide 1st line technical support; answering support queries via phone and email, or
other communication solutions (Eg. Chat, self service Portal)
Provide high level professional IT services in an efficient manner
Maintain a quality business relationship with all customers
Make effective use of procedural, informational, and technical documentation
Share knowledge with other team members as appropriate.
Duties and Responsibilities
To provide 1st line technical support; answering support queries via phone and email
To maintain a high degree of customer service for all support queries and adhere to all
service management principles
To take ownership of user problems and be proactive when dealing with user issues
To log all calls in the ticket logging system
Respond to enquiries from clients and help them resolve their hardware or software
Continuously monitor incoming customer contacts including those made by any of the
media available to Merlin's customers
Continuously monitor outstanding calls and ensure that provision is made in case of your
Support users in the use of computer equipment by providing necessary training and advice
To allocate more complex calls to the relevant IT Support team member
Ensure that all customer contacts are handled in a timely and effective manner and within
the Service Level Agreements laid down by Merlin and Merlin's customers
Identify any service related issues and escalate to the Team Leader
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