Asks questions to determine nature of problem. Walks customers through problem-solving process. Runs diagnostic programs to resolve problems. Follows up with customers to ensure issue has been resolved. Gains feedback from customers about system usage. Runs reports to determine malfunctions that continue to occur.
Responsible for recording incidents and providing support to the users. Provides a total customer support service as a single point of contact for all issues relating to IT and IS services for a particular customer.
Under general supervision provide first and/or second level application problem resolution to end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment.