IT Support Specialist
1 week ago
We are seeking an experienced IT Support Specialist to join our team. As a key member of our organization, you will be responsible for providing seamless and positive experiences for our customers who contact us via multiple channels.
About the RoleThis role involves opening and closing service requests and incidents, as well as managing the classification, assignment, tracking, and completion of requests. You will drive overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).
You will:
- Provide first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications & specific business applications.
- Support Standard and Non-Standard Hardware & infrastructure, including laptops, desktops, tablets, mobile devices, monitors, & printers.
- Coordinate the End-to-End Ticket Lifecycle, managing the lifecycle of tickets: opening & closing service requests & incidents in the ticketing tool, managing the classification, assignment, tracking, & completion of requests, informing end users where applicable.
- Escalate Incidents/Requests, dispatching incidents/service requests to level 2 support, and escalating incidents/service requests to level 2 support if IT SDO cannot solve the problem.
To be successful in this role, you will need:
- 0-1 years of broad-ranging experience in a call center, help desk, or IT desk-side support environment.
- A University Bachelor's degree.
- Strong communication skills in English (written and spoken) are essential. Additional languages are necessary for Mandarin Chinese (supporting China, Taiwan, Hong Kong).
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