Strong knowledge of iMac device
- Diagnostic services
- Scan and defragment disk drives
- Update virus definitions, scan for spyware
- Update system and application drivers
- Run battery diagnostics, report on disk drive status
- Laptop services including
- Re-image laptops (Windows and Mac)
- Troubleshoot systems
- Training & orientation of laptops, applications
- Upgrade laptops (Windows and Mac), memory, and smart devices (Mobile devices).
- Asset recovery – computer hardware like spares can be drop off at the Tech Bar.
- User awareness services on any of the user request or any new service/application that was launched by client
- Perform proactive health check of devices that are brought to Tech Bar by the user
- Educate users on other avenues of support available to them (for e.g., chat, self-service etc.)
- Provide awareness on any outage or maintenance window that may potentially lead to downtime of service for a user
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- Take ownership of customer issues reported and see problems through to resolution.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Ensure proper recording and closure of all issues.
- Provide prompt and accurate feedback to customers.
- Prepare accurate and timely reports.
- Follow the SLA for issues with respect to the severity.