Responsibilities:
61 Provide first and second line technical support in a prompt, professional manner (OnPremise, Remote or via Phone/TeamsTelephony), Provide the highest level of customer service to staff on all support queries.
61 Record and track service desk issues through to their final resolutions. Analysis, diagnosis, and solution of client problems on OS and application level.
61 Install and configure business devices in-line with standard system builds and configurations. Create and administer staff accounts and logins.
61 Deliver global on-site technical assistance, as and when required. Assist, investigate and advise the wider global support team on escalated complex issues.
61 Investigate and support critical infrastructure issues, and carry out agreed remedial actions. Liaise with external suppliers and support teams, when required.
61 Coordinate and develop training guides and literature, and deliver this training if and when required.
61 Ensure changes are appropriately documented and impacted associates comprehensively notified of progress and outage schedules (if an outage is unavoidable).
61 Understand in-place business continuity strategies and ensure they are enforced across the business.
Requirements:
61 Bachelor's degree, major in IT or relevant.
61 2-3 years’ experience in IT service support.
61 Fluently oral English.
61 ITIL Foundation knowledge.
61 Good working knowledge and administrative experience in core infrastructure services.
61 Strong working knowledge and experience in current client products such as MS Windows 10/11, MS Office365 and Apple IOS/Android.
61 Good knowledge of hardware products for desktop, laptop, mobile and printers.
61 Good knowledge in printing services incl. print management with MS PrintServer.
61 Good knowledge/handling of an ITSM tool (preferred ServiceNow).
61 Strong customer and service orientation combined with good manners, Confident and professional telephone manner and excellent communication skills as well as enjoy working in a team.
61 Excellent analytical and problem-solving skills.
61 Personality with high level of professionalism, self-responsibility, risk awareness, proactivity, and accuracy.