Technical Support Specialist

2 weeks ago


Belfast, United Kingdom Recruitment Partnership UK & Ireland Full time

About this role

Job Overview
  • This is a full-time, onsite position located in Belfast, UK.

We are seeking an experienced Technical Support Specialist to join our team as a First Line IT Support Technician. In this role, you will provide exceptional customer service to our users, ensuring their IT systems operate smoothly and efficiently.

Key Responsibilities:

  • Deliver first-line support via phone, walk-ups, and desk-side assistance.
  • Record all incidents and requests in the IT Service Management (ITSM) platform, ensuring accurate categorization.
  • Conduct thorough troubleshooting and document results before escalating to technical teams.
  • Maintain up-to-date incident/service request records, adhering to service level agreements (SLAs) and keeping users informed of progress.
  • Assign unresolved incidents and requests to relevant teams with detailed handover notes.
  • Manage new staff onboarding/offboarding, including IT equipment provision, account setup, and coordination with other IT teams.
  • Update the asset register within the ITSM platform for end-user equipment.
  • Ensure timely responses to calls, meeting agreed SLAs.
  • Foster relationships with site users, ensuring their IT systems operate as expected.
  • Notify technical teams of critical issues impacting users.
  • Provide guidance, mentorship, and training to team members as needed.
  • Develop a deep understanding of supported groups and departments.
  • Nurture good relationships with global Service Desk Analysts.
  • Serve as the IT representative for the local office when required.

Requirements:

  • Proven experience as a first-line Service Desk Analyst.
  • Familiarity with Citrix Administration, Office 365, Document Management Systems, ITSM ticketing platforms (SD+ is an advantage), IP Telephony, Active Directory Administration, Exchange Administration, Microsoft Teams Room, and Intune.
  • Knowledge or experience in troubleshooting hardware (both remotely and locally).
  • Ability to guide users through troubleshooting steps over the phone.
  • Strong organizational skills, with a proven track record in a demanding support environment.
  • Passion for IT support.
  • Excellent customer service skills.
  • Ability to prioritize and execute tasks effectively in high-pressure situations.
  • Commitment to supporting the company's growth and success.
  • Understanding of security principles and their application in today's IT landscape.
  • Strong commitment to delivering excellent customer service.
  • Excellent teamwork and collaboration skills.
  • Willingness to learn and continuously develop skills.
  • Experience working in an ITIL environment is an advantage.


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