- Trained in handling objections on seller lead calls, determining between a warm or cold lead. - Take and receive all customer calls in a professional and courteous manner; providing advice and support. - Log all calls, using the designated call handling and ticketing system and entering detailed and accurate information. - Take end to end responsibility of the logged requests and monitor work progress and service levels. - Provide incident, problem and complaint (escalation) management for the in scope services domain. - Provide technical assistance to customers on the use of all PCs – encompassing desktop related hardware and software in accordance with service level requirements. - Provide advice and guidance to customers on the effective use of the self support portal, desktop systems and their associated software, LAN networks and peripherals. - Provide “First Time Fix” based on contractual scope and obligations. - Ensure effective escalation and hand-over of customer enquiries/problems to the correct 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner. - Carry out appropriate level of technical investigation prior to escalating to the next level. - Keep the customer, during follow-up calls, fully informed about the progress of any problems or requests which have been assigned to a support group - Maintain a friendly tone of voice during the call / email reply to ensure best customer service provided to every end user.