- Diagnose and resolve a range of different IT related, software, issues over the phone within the work environment whilst keeping the customer informed of the work being completed on their workstation. - Communicate orally and in writing when a fix cannot be implemented remotely in order for a further support team to understand what work had been completed and where the issue was still causing problems for the customer.- When new software was implemented, the expectation to learn the role of the software and how to resolve any issues with it quickly and effectively, using strong analytical skills and testing methodology, in order to give the best customer experience possible.