🔎 Fault Analysis

1️⃣ Level 1 technician

Filters the requests
Basic troubleshooting (password reset, printer configuration, ticket routing & escalation to level 2 and 3
Gathers and analyses information about the issue and finds the best way to resolve it.
Documents the calls and tickets received
Routine Checks
Maintains and updates the record keeping software
Assists with tracking inventory and assets
Assist with development and rollout of new technologies and systems
Assist with installation
Perform remote troubleshooting