Support Services Specialist
3 weeks ago
Role Overview:
The 1st Line Support Engineer will be the initial point of contact for IT support within the organisation, providing effective and efficient technical support to end-users. The role involves resolving basic issues and escalating more complex problems to the second line support team as necessary.
Key Responsibilities:
- Respond to incoming support requests via phone, email, or ticketing system, providing first-level troubleshooting and support for hardware, software, and network issues.
- Assist users with common IT problems, including login issues, software installations, and application usage.
- Document all support interactions accurately in the ticketing system.
- Escalate unresolved issues to the second line support team promptly.
- Maintain an organised and efficient workspace and helpdesk environment.
- Contribute to the knowledge base by documenting solutions and troubleshooting steps.
- Perform routine maintenance tasks, such as password resets and system updates.
- Provide excellent customer service and support to ensure a positive user experience.
Requirements:
- Excellent problem-solving abilities and attention to detail.
- Strong interpersonal skills and the ability to work well in a team.
- Ability to manage multiple tasks and prioritise effectively.
- Basic knowledge of ITIL processes and practices is an advantage.
Experience:
- Previous experience in a technical support or helpdesk role is preferred.
- Basic understanding of operating systems (Windows, macOS) and common applications (Microsoft Office, etc.).
- Familiarity with networking concepts (TCP/IP, DHCP, etc.) is a plus.
- Strong communication skills and a customer-oriented attitude.
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