ICT support technicians are typically responsible for a team of employees that may include customer service assistants and analysts, IT service technicians, and network administrators and technicians.
Some IT support technicians provide daily support themselves, especially for more complex problems or smaller departments. This includes answering customer service calls. The technician tries to get more information about the problem and asks users to clearly explain the problems they are having in order to determine the actions necessary to resolve those problems.
In many cases telephone support is sufficient, but in other cases the technician may need to go to the user’s own office and work directly on the computer.
An important aspect of your job is managing the staff and resources of your department or department. Your tasks can include:
- Hiring new staff.
- The organization of the help desk.
- Control the number and type of problems reported.
- Improving the efficiency of customer service in the team.
- Financial management.
- Plan ahead.
- Organizing and (in some cases) providing training for workers.
- The preparation of management reports.
- Review of the effectiveness of existing systems.
You may also need to choose the best hardware and software to meet the needs of a particular business. Other tasks include negotiating service contracts with third party providers of ICT-related services and recovering data in the event of a system crash (a fatal error occurs).
In the event of problems due to technical failures, the IT support technicians work in coordination with the company’s IT staff, for example the administrators of the company’s IT network.
Sometimes they need to schedule and organize a time when the computer system can be shut down to update the main services so that the company’s work is interrupted as little as possible, for example overnight or on weekends. of the week.
They may need to turn to third party hardware and software providers, as well as specialist companies such as Internet access providers.
If your company wants to install new hardware or software, it needs to become familiar with it (or delegate this task to an employee) as soon as possible so that it can adequately serve the users.
You can be asked for advice when introducing new systems and are often part of programming groups that deal with the use of new technologies, such as …