The IT Support Services Specialist is responsible for providing Global users with comprehensive first-tier support for the efficient resolution of end-user incidents, service requests, and problems. The IT Support Services Specialist will be an active and contributing member of the IT Support Services team and will report to the Support Services Manager EMEA & APAC.
Responsibilities:
- Interfaces with customers in person, over the phone, and online to capture service needs. Accurately opens incidents and requests as needed.
- Triages all incoming IT incidents and requests to insure proper categorization, priority, and assigns correct responsibility for service delivery.
- Provides first-tier service delivery for the efficient resolution of IT end-user-related incidents, service requests, and problems; updates the service desk management tool accordingly
- Resolves issues and requests utilizing excellent customer service skills, problem-solving skills, and technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
- Provides technical support for business systems following troubleshooting guidelines and scripts.
- Manages and triages multiple incoming priorities effectively by understanding customer needs to identify potential problems and to escalate as needed.
- Takes ownership of all customer interactions, utilizes appropriate follow-through and logs all customer interactions. Interacts with other members of IT as needed to insure service delivery to customers. Provides timely feedback to internal customers via phone, email or other form of communication
Experience:
- 2+ years of experience providing support in a corporate networked environment.
- Technical knowledge of Windows operating systems, PC hardware technology, cell phones, tablets, Active Directory, Exchange mail services, MS Office, Mobile Device Management, Microsoft InTune, basic networking, VoIP and application-level ID administration
- Experience with ServiceNow or other ITIL based tracking systems, asset management, and remote access control software.
- Experience in problem-solving and troubleshooting hardware and software issues is required
- Ability to follow documented operational procedures and independently organize, coordinate, and complete job orders
- Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
- Ability to produce detailed documentation as necessary
- Ability to read and interpret technical journals, specifications, international technical standards, etc.