IT Support Agent

About the role

This role provides essential frontline technical support to end users for all areas of the business. Provides level-one support to remove obstacles keeping business users from performing work normally. Performs basic troubleshooting and gathering information to resolve or escalate issues to the appropriate team as needed.

Responsibilities

• Receives and handles colleague requests for support or fulfillment through inbound interactions such as calls, chat, service tickets, etc following agreed procedures.
• Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls/tickets as appropriate.
• Maintains records and advises relevant persons of actions taken.
• Under direct supervision manages daily support incidents in line with documented guidelines and procedures.
• Attends team operational meetings and training to remain current with system and process changes as they occur.
• Utilizing system knowledge documentation and following agreed procedures, provides instruction and best practice to users on systems, products and services.
• Organizes and presents sound information and advice on issues such as licensing of software, and legal obligations such as compliance with the Data Protection Act.
• Ensures that all requests from users for assistance are handled promptly and effectively such that agreed service levels are met; is proactive to ensure that users receive appropriate personal advice and guidance, and make effective use of the facilities available to them.
• Responsible for following all ITGC/security policies as they relate to accessing and providing access to systems and applications.
• The colleague will also provide knowledge to colleagues to ensure said access is used in a compliant and secure manner.

Requirements

• 0–3 years of experience required.
• Working in a Service Desk providing support to a complex customer base.
• Diagnosing and resolving complex IT-related support requests (hardware, software, and applications).

Qualifications

• High School degree OR equivalent professional certification OR equivalent work experience.

Skills

• Good interpersonal skills.
• Well-organized and practical.
• Pays careful, close attention to detail.
• Understanding of installing many of the items of hardware and/or software to be found in own organization; has also acquired expertise in all areas of installation.
• Teamwork – working cooperatively (rather than competitively) with others to achieve a common goal.
• Thoroughly familiar with the concepts and practices required to implement effective IT solutions, particularly those employed in their own organization.
• Competent in problem-solving within the context of controlling information and communications technology assets and changes to information systems.
• Wide knowledge and understanding of Information Systems concepts and practice.
• Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement, and disposal of assets is carried out.
• Familiarity with relevant methodologies, tools, and techniques.
• Ability to quickly learn the objectives, structures, operations, and policies of a new business area.
• Ability to engage both IT and business partners to determine the explicit/implicit their requirements, documenting in business case or requirements summaries.
• Ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing.
• Intellectual curiosity and business acumen.
• Customer focus – understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.

Benefits

• Health benefits including Medical, Dental, Vision, Disability, and Life Insurance.
• Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1.
• 401(k) retirement plan with company-matching contributions.
• Vacation days & sick days.
• Company-paid holidays & floating holidays.
• Professional and Personal Growth: multiple avenues to grow your career; training and development programs available; tuition reimbursement benefits (for full-time colleagues).
• A company mindset that prioritizes health, safety, and flexibility.