Technical Support Analyst
3 weeks ago
Position: IT Support Specialist
James Adams is seeking a skilled and motivated IT Support Specialist to join our dynamic team in the financial services industry. This role offers a unique chance to be part of a dedicated IT support unit focused on delivering outstanding technical assistance and service quality. If you are passionate about IT support and excel in a fast-paced environment, we encourage you to explore this opportunity.
Role Summary:
As an IT Support Specialist, you will play a crucial role in providing essential technical assistance to our growing operations. Your contributions will be vital in ensuring the efficient resolution of IT-related challenges, maintaining high customer satisfaction levels, and enhancing the overall productivity of the IT support team.
Key Duties:
- Deliver first-level support for IT incidents and service requests through various communication channels.
- Identify and resolve hardware, software, and network issues relevant to the financial services sector.
- Document and manage all incidents and service requests within the IT service management platform.
- Refer complex issues to second-line support or appropriate teams as needed.
- Track and follow up on pending tickets to guarantee prompt resolution.
- Ensure comprehensive and precise documentation of support procedures and solutions.
- Assist in the installation and configuration of IT equipment for new employees.
- Provide exceptional customer service by conveying technical solutions in an easily understandable manner.
- Engage in continuous improvement efforts to enhance service delivery.
Qualifications and Competencies:
- Demonstrated experience in a service desk or technical support capacity.
- Strong understanding of Windows operating systems, Microsoft Office Suite, and fundamental networking principles.
- Familiarity with IT service management tools (e.g., ServiceNow, JIRA) is advantageous.
- Experience within the financial services sector is preferred.
- Excellent analytical and troubleshooting abilities.
- Strong verbal and written communication skills.
- Ability to work autonomously and collaboratively in a fast-paced setting.
- ITIL Foundation certification is a plus.
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