IT Support Specialist

Job description:

Job Summary

The Support Specialist IT provides support to the Customers End-users in using their IT equipment, applications and services, and contributes to maintaining and operating our End User Services (EUS) Onsite deliveries as per agreed Service Levels.

Key Responsibilities

The Support Specialist IT will be involved mainly in:

• Incident management, Request management,   Change management, Knowledge management and Access rights management
• Second-tier support to local end users for PC and peripherals, office applications or mobile devices. Interacts with other service organizations to restore service and/or identify and correct core problem. Identifies, researches, and resolves technical problems to ensure a timely resolution as per SLA agreements.
• Perform incident resolutions and request fulfilment and supports end users on a variety of issues
• Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection
• Service end-user requests at the IT Service Spot

Activities include (but not limited to)

• Treatment of tickets and requests from end-users for all Deskside related support
• Handling end-user hardware request including coordination of, and delivery and pick-up
• Deploy/return/retire equipment (laptops, …) in IT Equipment
• RMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, …) with supplier
• Handling mobile telephony related requests
• Diagnosing and resolving issues at the IT Service Spot
• Roll-out and coordination of the fleet replacement (laptop, desktop)

Skill Requirements 1. In-Depth Knowledge Of Asset Management Services And Tools.
2. Strong Analytical And Problem-Solving Skills.
3. Proficient In Ticketing Systems And Incident Management Processes.
4. Excellent Communication And Interpersonal Skills.

Other Requirements 1. Itil Foundation Certification (Optional But Valuable).
2. Certification In Asset Management (Optional But Valuable)