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IT Support Specialist

Salary undisclosed

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Job Description

Responsibilities

  • Provide swift and professional IT support via phone/email/chat
  • Perform analysis, diagnosis, and resolution of desktop/laptop/mobile devices problems for clients, recommend and implement corrective solutions
  • Utilise Service Now ticketing system to record, update and resolve tickets from clients; Escalate tickets to next appropriate resolver group when needed
  • Experience with following system/technologies: Windows OS, Mac OS, iOS, SCCM, MDM clients, Virtual environments (VDI, Citrix, vSphere), etc
  • Upholding procedures for logging, reporting, and statistically monitoring service desk and desktop operations
  • Write technical support and client documentation in form of Knowledgebase articles
  • Meet or exceed expected customer service levels

Job Requirements

Key Competencies

  • Excellent proven track record supporting clients in a financial environment
  • Provide swift and professional IT support via phone/email/chat
  • Perform analysis, diagnosis, and resolution of desktop/laptop/mobile devices problems for clients, recommend and implement corrective solutions
  • Utilise Service Now ticketing system to record, update and resolve tickets from clients; Escalate tickets to next appropriate resolver group when needed
  • Experience with following system/technologies: Windows OS, Mac OS, iOS, SCCM, MDM clients, Virtual environments (VDI, Citrix, vSphere), etc
  • Other duties as assigned by the Level 2 Support Leads
  • Upholding procedures for logging, reporting, and statistically monitoring service desk and desktop operations
  • Write technical support and client documentation in form of Knowledgebase articles
  • Meet or exceed expected customer service levels
  • Other duties as assigned by the Level 2 Support Leads
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