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5 days ago
The role of IT Customer Support Specialist involves providing technical desktop support to students, staff and faculty at the Helpdesk and campus wide.
Key Responsibilities- Troubleshooting IT software and hardware problems at the Helpdesk and around the campus, individually or as a team.
- Installation of different operating systems, including Windows, MAC, and Linux platforms.
- Providing support to Faculty and staff. Helping walk-in users.
- Taking phone calls, logging in, assigning tickets at the Helpdesk (Service Desk), and providing appropriate solutions to users after office hours and on weekends. Closure of all assigned tickets.
- Creating FAQs for common technical support-related issues.
- Escalating extraordinary/attention-requiring tickets/calls.
- FOLLOWING UP ON IN-PROCESS AND PENDING TICKETS/CALLS WITH OTHER TEAMS.
- Working with other IST members as and when required.
- Handling the installation of new assets and coordinating proper allocation.
- Handling different users and technical projects.
- Handling support for Advisory Board meetings and other special events.
- Updating the IST page on the SharePoint Portal.
- Preparing useful tips and helpful material for users.
- Providing support for online events on Zoom & MS Teams.
- Providing support for smart/semi-smart classrooms.
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