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IT Technical Specialist
2 weeks ago
The primary objective of this role is to deliver exceptional technical assistance and support to clients.
Key Responsibilities:
- Responds to user inquiries regarding errors, problems, or requests in a timely and professional manner.
- Identifies and resolves technical problems using the IT Service Management system with minimal supervision.
- Escalates urgent problems requiring specialized knowledge to internal resources or vendors as necessary.
- Receives instructions and adheres to established guidelines to perform job functions.
- Engages with end-users to understand business issues and concerns.
- Collaborates with end-users to reproduce reported issues in test environments and reports those issues to the development team or application vendor.
- Maintains existing custom software, including providing end-user support.
- Monitors the performance of applications post-implementation.
- Communicates status and issues effectively to supervisors.
Service Desk Support Services:
- Password resets.
- Add/Remove O365 licenses.
- Fix broken mapped network drives.
- Add/remove PC user (Local/Domain).
- Operating systems.
- Add printers (Local and Networked)
- Install client-side software.
- Troubleshoot client-side network connection.
- Office 365 troubleshooting.
- Setup email on mobile devices.
- Update and maintain client run book service information as required.
Answer incoming Service Desk emails:
- Creates tickets and collects basic client information.
- Company details.
- User information.
- Issue summary.
- Affected parties.
