• Provide telephone support as far as possible before escalating the problem to a qualified support technician. […]
• Provide accurate and comprehensive solutions to customer problems by collaborating with relevant ICT team members. […]
• Empower customers so that they can make more effective use of the ICT services available to them. […]
• Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to customers.
• Provide technical assistance and support to end-users, including troubleshooting...