IT Services Specialist

Our client is looking for an IT Services Specialist which serves as the first point of contact for customers seeking tier 2 level of support over the phone or email. The IT Services Specialist will perform remote troubleshooting through diagnostic techniques and relevant questions. The role entails providing technical assistance to clients by installing, configuring, testing, and upgrading computer software and hardware.

Responsibilities:

• Act as primary contact for user-facing IT support
• Analyse and resolve end-users' issues effectively
• Install and configure computer systems
• Educate users on technical problem resolution and prevention
• Direct unresolved issues to higher support levels as needed
• Provide precise details on IT procedures and services
• Record all issues and requests accurately and promptly
• Identify and propose enhancements to procedures
• Adhere to Organizational Level Agreements for issue resolution
• Anticipate and address emerging issues before they become chronic
• Foster a culture where internal stakeholders are treated as valued customers

Skills:

• Ability to manage client or stakeholder requests effectively
• Works well under pressure and prioritizes tasks efficiently
• Able to collaborate within a larger team and manage stakeholder relationships
• Manages time effectively and delegates tasks to meet OLAs
• Oversees vendor relationships and escalates issues not meeting SLA
• Exhibits strong organizational and time-management skills

• Technical knowledge across IT functions
• 1-2 years of experience in end-user support role
• Proficient in Windows 10, Microsoft Office Suite & Microsoft 365
• Good knowledge of internet security and data privacy principles
• Deep understanding of diverse computer systems and networks

• Diploma or 3+ years in complex environments managing teams with a focus on customer/stakeholder service provision
• Experience or certification in ITIL