• Maintain overall Service Desk satisfaction (above 80% in survey) by providing continuous quality support to end users.
• Identify trends for recurring problems; perform analysis, build KB & FAQ.
• Review and document Service Desk procedures and end user training guides.
• Respond to queries either via phone, email, IM.
• Provide first level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Ask questions to determine nature of problem and walk customer through problem-solving process.
• Open service ticket, set priority and assign tasks to support engineer
• Monitor ticket status and engineer support
• Follow up with customers to ensure issue has been resolved.
• Prepare daily, weekly and monthly service desk reporting and metrics.
• Gain feedback from customers about computer usage, i.e. Customer Survey
• Schedule computer peripherals installation for users.

• Post/distribute system notifications and messages.

上班地址：越秀区东风东路