Technical Support Specialist
2 weeks ago
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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