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IT Support Specialist
2 months ago
We are seeking a highly skilled and customer-focused IT Support Specialist to join our team at MHA. As a key member of our IT department, you will be responsible for providing exceptional support to our staff and customers, ensuring that our IT services are delivered in a secure, efficient, and cost-effective manner.
Key Responsibilities- Provide high-quality support to customers through email, phone, and in-person interactions
- Record, update, and resolve support tickets and service requests in a timely and efficient manner
- Identify and find solutions to problems, working closely with our IT Managed service providers to ensure seamless service delivery
- Configure, distribute, maintain, and dispose of IT equipment according to established processes
- Support the use of office IT equipment, including meeting room technologies
- Resolve 1st and 2nd line application issues and manage 3rd line support where necessary
- Deliver engaging training and awareness sessions to groups of customers
- Act as a point of escalation to ensure issues are managed efficiently and proactively, minimizing impact on staff
- Build strong relationships with our IT Managed service providers to ensure a collaborative approach to service delivery
- Experience in a customer-facing IT role, with a strong understanding of ITIL service and support processes
- Excellent analytical and diagnostic skills, with the ability to resolve problems and identify root causes
- Strong communication and interpersonal skills, with the ability to work effectively with customers and colleagues
- Good general knowledge of end-user technologies, including PCs, audio-visual equipment, mobile phones, and telephone systems
- Experience working with Microsoft products and a broad understanding of technology and technical concepts
- Genuine work-life balance, with 33 days' holiday and the opportunity to buy or sell up to 5 days
- Competitive salary package and employee recognition awards
- Paid CSR time and a new and improved succession planning program
- A supportive management structure and opportunities for professional development