IT Specialist Services

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Job Description

IT Services Specialist

Job Purpose

The IT Services Specialist serves as the first point of contact for customers seeking technical assistance over the phone or email and performs remote troubleshooting through diagnostic techniques and relevant questions. The role entails providing technical assistance to clients by installing, configuring, testing, and upgrading computer software and hardware.

S/he must be able to independently assess a reported problem or failure using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the problem in a timely manner. Often collaborating with other resources (both internal and external), the IT Services Specialist must understand system interdependencies and avoid unintentional interruption of services during troubleshooting and problem resolution.

Responsibilities

· Be a user facing IT members when it comes to user support

· Determine the best solution for resolution after troubleshooting end-users’ issues

· Installing and configuring computer systems

· Communicate with end-users over the phone or via email to provide solutions to technical problems.

· Educate clients on procedures for resolving or preventing recurrence of a technical problem

· Direct unresolved issues to the next level of support personnel and continue to act as a liaison person.

· Provide accurate details on IT procedures and services.

· Ensures that all the issues and requests are recorded in a timely and accurate manner. The same applies for their resolution.

· Pass on any feedback or suggestions by end-users to the appropriate internal team.

· Identify and suggest possible improvements on procedures.

· Publish Knowledge Base articles for all different audiences.

· Observe Organizational Level Agreements for the resolution of tickets

· Be proactive to discover trends, patterns and similar events that lead to the identification of issues prior to becoming chronic.

· Foster a customer centric culture whereby the internal stakeholders are considered as customers, consequently building processes and service levels with this notion

· Attend educational programs, workshops, and seminars to stay abreast with developments in the IT industry.

Job Requirements :

Education

· Higher National Diploma or 3+ years in complex environments managing teams with a focus on customer/stakeholder service provision

· Experience or certification in ITIL

· Knowledge of ITSMs

· Vendor specific certifications such as Comptia, Cisco, Microsoft, etc. would be considered an asset.

Experience, Skills, and Personal Attributes

· People skills in managing client or stakeholder requests

· Empathy with stakeholders

· Analytical skills in understanding true nature of issue

· Technical knowledge to support investigation of issues reported, preferably ranging across different areas of an IT function

· Ability to work under pressure and prioritize tasks

· Capable of being part of a larger team and managing stakeholder relationships

· Resilient and persistent to resolve issues in the best way possible

· Time management and delegation of tasks to ensure resolution of tickets within timeframes as determined by OLAs

· Managing vendor relationships and escalate any unresolved issues and items not being served in line with contracted SLAs as necessary during Service Review Meetings

· 1 – 2 years of proven experience as an end-user support role.

· Proficiency in Windows 10, Microsoft Office Suite & Microsoft 356.

· Excellent diagnostic and problem-solving skills.

· Excellent communication ability.

· Outstanding organizational and time-management skills.

· In depth understanding of diverse computer systems and networks.

· Good knowledge of internet security and data privacy principles.

· Service oriented personality with excellent verbal and written capabilities.