Desktop Support Specialist

Your responsibilities will include but not limited to; • Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment. • Effective management of your personal ticket queue. • Fundamental to advanced troubleshooting for day to day incidents or requests from End Users involving hardware, software or networking. Ensuring that all efforts are captured on to the ticketing system. • Basic Mobility Support • Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives). • Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock. Effective management of hardware and software distributed to employees. • Knowledge Base Usage, Reference and Collective Improvement. • Timely support of End User Issues or Requests. • Assisting hiring manager on onboarding process and preparation of IT equipment of new employees (IT portion). • Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles). • Understanding of various metrics reflecting the group’s performance. • Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives. • Narrowing down issue and redirecting issues to SME as and when necessary. • Report customer feedback and potential improvements. The following core skills are highly desirable; • At least 2 years’ experience in the IT industry and Customer Service Role • At least 2+ years’ related experience with increasing responsibility in a Service and Support technical role for a midsize or larger organization (700+ user environment). • Must possess excellent customer service skills and have the ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users. • Maintains a high degree of professionalism in actions, demeanor and dress. • Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware. Understanding of networking principles and printing environments. • Possess a strong technology background with the ability to execute a task or project to completion. • Demonstrated ability to manage the full lifecycle of an End User computing environment from hire to refresh/retire. • Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail. • Excellent teamwork skills and the ability to work unsupervised. • Demonstrated performance and aptitude consistent with client core values and culture. • Handles confidential and sensitive matters with tact and diplomacy. • Understanding of ITIL principles