Technical Support Analyst
Pathfinder International
DHA , Karachi, Pakistán
2d ago

Key Performance Areas

Major Activities / Responsibilities

Assessment and Validation of End Users Needs

  • Fields incoming help requests from end users via both telephone and e-mail and documents or verifies all pertinent end user identification information and nature of problem or issue.
  • Issue Resolution

  • Prioritizes and schedules problems specific to software, hardware, telecommunications system and A / V equipment. Escalates problems (when required) to the appropriately experienced technician.
  • Evaluates documented resolutions and analyzes trends for ways to prevent future problems. Applies diagnostic utilities and research to aid in troubleshooting.

    Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware implementing file backups, and configuring systems and applications.

    Installs anti-virus and encryption software. Performs post-resolution follow-ups

    Preventative Maintenance

  • Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
  • FAQs :

  • Develops help sheets and frequently asked questions lists for end users to help in troubleshooting.
  • Data Management

  • Utilizes service management tools to assist with data management and populating databases..
  • Project Management and Participation

  • Leads, manages, or participates in cross functional project teams.
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