Hard Skills
IntermediateTroubleshootingThe systematic process of identifying, diagnosing, and resolving technical issues and system malfunctions.
IntermediateIncident ManagementManaging the lifecycle of all unplanned interruptions to IT services to restore normal operation as quickly as possible.
IntermediateTechnical WritingCreating and updating knowledge base articles, user guides, and internal documentation for technical processes.
Soft Skills
AdvancedCustomer ServiceThe ability to provide professional assistance and maintain a positive attitude while resolving user inquiries.
IntermediateActive ListeningFocusing fully on the user's message to ensure accurate understanding of the technical problem before responding.