Support Professional
1 week ago
Job Summary
The Support Analyst role at Interpublic Group is responsible for handling daily operations such as user management, license allocation and functional support, escalating more complex issues to the relevant team members or third-party technology partners, as needed.
Key Responsibilities
- Provide first-line technical support for software, and application-related issues through Helix (ITSM Tool).
- Log all service desk calls and tickets accurately in Helix (ITSM Tool) ensuring detailed information is captured.
- Identify, diagnose, and resolve issues, escalating to second/third-line support when necessary.
- Assist with queries and issues related to specific applications and software used by the organization.
- Provide end-user guidance on application functionality, configuration, and usage.
- Offer guidance and training to users on basic IT and application-related queries.
- Provide excellent customer service by ensuring issues are resolved in a timely and professional manner.
- Assist with user account creation and permissions management.
- Maintain accurate and up-to-date documentation of solutions and processes.
- Contribute to the knowledge base by documenting common issues and resolutions for future reference.
- Liaise with other support teams and departments to ensure seamless service delivery.
- Communicate clearly and effectively with users at all levels of technical proficiency.
- Provide feedback to management on recurring issues and suggest improvements to IT services and processes.
Requirements
- Basic understanding of IT systems, networks, and applications.
- Familiarity with common operating systems (Windows, MacOS) and standard software applications (Microsoft Office, etc.)
- Basic knowledge of application support and troubleshooting.
- Strong verbal and written communication skills.
- Ability to explain technical issues to non-technical users in a clear, patient manner.
- Analytical thinking and troubleshooting skills with a focus on delivering solutions.
- Ability to quickly diagnose and prioritize issues based on business impact.
- Strong focus on customer satisfaction and providing high-quality service.
- Patience, empathy, and a positive attitude when dealing with user concerns.
- Previous experience in a service desk or application support role.
- Knowledge of ITIL practices or certification.
- Experience with service desk software such as Helix or equivalent tools.
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