Technical Support Specialist

Overview

Job Title : End User Service Specialist

About the Role :

We are seeking a skilled End User Service Specialist to join our team. As an End User Service Specialist, you will be responsible for resolving technical issues and requests onsite that remote functions are unable to address.

Key Responsibilities

• Analyze and resolve information system issues related to desktop computing environments, network applications, production applications, and hardware.
• Deploy Windows, Mac, or other hardware for new joiner laptops and laptop upgrades.
• Deploy other hardware requested through arranged collection in the IT department or set up at the user\'s desk.
• Manage local assets.
• SUPPORT AND ASSIST users with JML (Joiner, Mover Leaver) process
• SUPPORT AND MAINTAIN local conference and meeting room equipment.
• Ensure all logged tickets are consistently acknowledged, prioritized, investigated, owned, and resolved to agreed targets as defined in the Service Level Agreement (SLAs).
• Resolve, route, or escalate service requests to senior technicians or functional teams as necessary.
• Manage calls with 3rd party suppliers where necessary through to closure.
• Escalate calls where necessary to the support manager, report on status of outstanding calls.
• Build relationships with other international support teams to create a cohesive support team.
• Assist senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc.
• Consult with local business and senior leadership to evaluate support requirements and execution planning.
• Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service, and other measures.
• Drive technology adoption of end user services related applications and systems.
• SUPPORT audits related activities alongside other tech functions and business.
• Provide technical support for local applications where applicable alongside other tech or business teams.

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