Answer customer emails and telephone calls in a polite and courteous manner.
Remain calm and polite when faced with customers who are annoyed by IT issues.
Analyze situations reported by customers to determine if the impact is minor, medium, high, or critical, in order to define the priority of case handling.
Fully document tickets to ensure they contain pertinent and up-to-date information.
Resolve customer problems when time and technical constraints permit.
Document solutions in the knowledge base.
Ensure proper follow-up and communication with customers in a timely manner.
