This role involves providing the first level of support, with a focus on delivering firsthand assistance for store systems.

• Keeping the user informed of progress
• Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Closing all resolved incidents, requests, and other calls.
• Resolving incidents/service requests when first contacted, whenever possible
• Provide accurate information on IT Products or services
• Escalating incidents/service requests that they cannot resolve within agreed timescales.
• Identify and suggest possible improvements on procedures
• Conducting customer/user satisfaction call-backs/surveys as agreed.
• Serve as the first point of contact for customers seeking technical assistance over the phone, chat, or self-service tickets.
• Pass on any feedback or suggestions from customers to the appropriate team.
• Providing first-line investigation, diagnosis, and isolation.
• Determine the best solution based on the issue and details provided by the customer.
• Walk the customer through the problem-solving process.

• 1-3 years of experience
• Bachelor's degree preferred