IT Services Specialist

3 weeks ago


Malta Konnekt Full time

Our client is looking for an IT Services Specialist which serves as the first point of contact for customers seeking tier 2 level of support over the phone or email. The IT Services Specialist will perform 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.

Responsibilities:

Act as primary contact for user-facing IT support
Analyse and resolve end-users' issues effectively
Install and configure computer systems
Educate users on technical problem resolution and prevention
Direct unresolved issues to higher support levels as needed
Provide precise details on IT procedures and services
Record all issues and requests accurately and promptly
Identify and propose enhancements to procedures
Adhere to Organizational Level Agreements for issue resolution
Anticipate and address emerging issues before they become chronic
Foster a culture where internal stakeholders are treated as valued customers

Skills:
Ability to manage client or stakeholder requests effectively
Works well under pressure and prioritizes tasks efficiently
Able to collaborate within a larger team and manage stakeholder relationships
Manages time effectively and delegates tasks to meet OLAs
Oversees vendor relationships and escalates issues not meeting SLA
Exhibits strong organizational and time-management skills

RequirementsTechnical knowledge across IT functions1-2 years of experience in end-user support roleProficient in Windows 10, Microsoft Office Suite & Microsoft 365Good knowledge of internet security and data privacy principlesDeep understanding of diverse computer systems and networksEducation and ExperienceDiploma or 3+ years in complex environments managing teams with a focus on customer/stakeholder service provisionExperience or certification in ITIL
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