Core Function as a Helpdesk Associate:

• Serves as the first point of contact for clients/customers seeking technical assistance over the phone or email
• Perform troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by clients/customers
• Walk the clients/customer through the problem-solving process 
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Pass on any feedback or suggestions by customers to teh appropriate internal team