IT Support Specialist
4 weeks ago
About the Role
We are seeking a skilled Service Desk Engineer to join our IT operations team. As a key member of our technical team, you will play a vital role in supporting our employees with their technology needs.
As a Service Desk Engineer, you will be responsible for providing excellent customer service, troubleshooting technical issues, and escalating complex problems to our 2nd and 3rd line teams. You will work closely with our IT teams to ensure that our employees have the technology resources they need to perform their roles.
Key Responsibilities
- Providing prompt and effective support to employees via phone, email, and remote access.
- Logging and managing incidents and requests in our ticketing system.
- Investigating and resolving 1st line incidents quickly and efficiently.
- Escalating 2nd line incidents to our 2nd and 3rd line teams for further investigation and resolution.
- Providing remote support and fixes to employees.
- Maintaining and administering user accounts to ensure employees have the necessary access to perform their roles.
Requirements
- Strong interpersonal and customer service skills.
- Excellent analytical and troubleshooting skills.
- Concise written and verbal communication skills.
- Self-managed with the ability to work unsupervised.
- Quick to learn.
- Commercial experience working in a service management function.
- Working IT knowledge.
- Keen eye for detail.
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