IT Support Service Specialist- Onsite
1 month ago
Specialist IT Service Center
Job Summary:
The Specialist IT Service Center acts as the initial point of contact for IT-related support for both internal and external clients. This role involves handling and resolving standard inquiries and issues with a focus on delivering high-quality customer service. The Specialist is expected to efficiently process requests, determine appropriate solutions or escalations, and communicate these effectively to customers while adhering to company policies and IT procedures.
Essential Functions:
Customer Support:Responds professionally to phone, email, chat, and face-to-face inquiries from clients regarding basic IT issues.Provides accurate and timely resolutions while maintaining a customer-focused approach.Escalates complex issues according to IT policies with proper documentation.Educates clients on available self-service tools and encourages their use.Collaboration & Documentation:Collaborates with other technology team members to obtain information needed to resolve cases.Discerns opportunities for knowledge base improvement and informs senior associates or management.Performance & Confidentiality:Meets or exceeds individual call and transaction performance metrics.Maintains confidentiality and protects the privacy of associate data.Adaptability:Reprioritizes tasks to adapt to fluctuating workflows and changing priorities.Displays a positive and flexible approach to change, taking on different responsibilities and learning new processes as required. Qualifications: Education & Experience:Preferred: BS or BA in computer science or a related field, or equivalent training and experience.1+ years of support services experience in IT Help Desk or Desktop Support preferred. Skills:Strong interpersonal, written, and verbal communication skills.Effective at gathering and synthesizing information.Strong attention to detail, organizational, and prioritization abilities.Ability to handle sensitive information with confidentiality and maturity.Self-starter with the ability to quickly learn new business processes, systems, and tools.Decision-making skills related to production support processes. Language & Working Hours:Must be fluent in English.Ability to work hours between 7 pm and 6 am.-
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