IT Support Specialist
1 week ago
Job Title: Service Desk Analyst
Location: Remote
Duration: 6 months with scope to extend
Rate: £35 per hour
Overview:
In this position, you will be responsible for providing technical support to users via various channels, including calls, emails, and electronic forms. You will diagnose, investigate, and resolve IT issues, ensuring client satisfaction in a fast-paced environment.
Responsibilities:
- Respond to user requests using incident management and request fulfillment processes.
- Interact with users, call center agents, and office staff to resolve IT issues and queries.
- Record interactions into the ticketing system, ensuring accurate and complete ticket profiling, logs, and resolution details.
- Troubleshoot and identify technical problems, diagnose error messages, and determine causes.
- Escalate issues to the proper support team as required.
- Monitor the status of issues to ensure proper follow-up and resolution.
- Communicate progress to users in a timely manner.
- Ensure problems are accepted within targeted levels and escalate if necessary.
- Maintain a high degree of customer service for all support queries.
Requirements:
- 3-4 years of troubleshooting experience (hardware & software).
- Demonstrated problem management and solving skills.
- Ability to manage multiple tasks concurrently in a fast-paced environment.
- Ability to optimize tasks and processes.
- Proactivity.
- Team player.
- A+ / N+ Certifications are highly desired.
- Working knowledge of Active Directory, MS Exchange, Office365, Azure.
- Working knowledge of printer issues (remote support).
- Strong knowledge of end-user devices: phones (Android, iOS), Win10, MacOS, tablets.
- Good knowledge of networks TCP/IP.
Equal Opportunities Employer:
Experis UK is an equal opportunities employer and welcomes applications from all qualified candidates.
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