IT Support

Summary

• Provide technical assistance and support to employees or customers with computer systems, hardware, or software issues.
• Respond to queries, run diagnostic programs, isolate problems, and determine & implement solutions.
• Escalate issues as necessary to the appropriate team or level of support.
• Set up new users' accounts and profiles and resolve password issues.
• Ensure timely and accurate customer communications.

Key Skills

• Basic to advanced understanding of computer systems, networks, and both hardware and software.
• Strong problem-solving skills.
• Excellent communication skills.
• Ability to prioritize and multitask.
• Familiarity with ITIL or other support methodologies.

Standard Industry Training

• ITIL Foundation certification.

Interview Questions for IT Support Candidates?

1. Describe a time when you had to support a particularly difficult problem. How did you resolve it?
2. How do you prioritise tasks when faced with multiple pressing issues?
3. What’s your method for ensuring you provide consistent and quality customer support?
4. Explain a situation where you had to explain a technical solution to a non-technical person.
5. How do you handle a difficult customer?