Job Summary
The IT Support Specialist is responsible for providing technical support for a full range of business technology, including computer systems (hardware and software), network infrastructure, telecommunications circuits, mobile devices, telephone systems, and audio-visual equipment. S/he must be able to independently assess a reported problem or failure using diagnostic methods and tools, determine the likely cause, and take appropriate action to resolve the issue promptly. Often collaborating with other resources (both internal and external), the IT Support Specialist must understand system interdependencies and avoid unintentional interruption of services during troubleshooting and problem resolution.
• CUSTOMER SERVICE
o Receive and log incoming service request tickets
o Work with our clients to resolve issues in a quick and friendly manner
o Support, troubleshoot, resolve and/or escalate received requests Assist clients with basic software installation and training
• COMMUNICATION, REPORTING & RISK
o Create and maintain documentation for all client-related processes
o Effectively and positively communicate with all IT team members, clients and stockholders o Escalate tickets according to the escalation matrix after the fixed time range
o Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
o Identify and communicate potential risks with possible mitigations to the area leader or Head of IT
o Communicate possible changes in related IT services to the area leader or Head of IT to ensure full alignments before execution
• TEAMWORK
o Follow the schedule provided by the roster
o Provides reports to an agreed schedule (or on request), including management summary, KPIs, and detailed performance reports. o Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
o Follow all our security procedures and keep a vigilant eye for security issues
o Identify opportunities for improvement and make constructive suggestions for change
o Contribute to the process of innovative change effectively
o Undertake other duties as required by the area leader or Head of IT o Maintains the Lessons Learnt Log
o Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution is made.
o Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end users’ technical problems and provide information and status as requested.
+5 years’ experience coordinating Service Desk activities in a busy, fast-paced Service Desk environment. Good understanding of ITIL, particularly in the Service Operation space, covering Service Desk, Incident Management, Problem Management, change management and Knowledge Management. Understands and strongly appreciates the 'frontline' role service desk operations have in shaping the overall relationship between IT and the business. Passionate about customer service and ability to handle challenging customer conversations. Ability to prioritize under pressure. • Ability to communicate positively and effectively under different work conditions Good knowledge of server operating systems, focusing on Windows Server and Active Directory. Good knowledge of desktop operating systems (Windows) and associated hardware and software (MS Office, MS Project, Visio) necessary to install and support users from an operational perspective. Knowledge of mainstream mobile device platforms (IOS, Android, Windows Phone).