IT Support Specialist I

About the role

We are looking for a customer service expert to be the first point of contact for internal and external users that contact our Service Desk. The correct candidate will carry exemplary customer service skills. They will need to provide the highest level of customer service while they answer incoming calls, and use a knowledge base tool with their technical expertise to resolve level I & level II technical issues.

Responsibilities

• Primary responsibility is user support and customer service.
• Being present and available to clients requiring technical assistance.
• Respond to questions from all emails and callers.
• Become familiar with each client and their respective applications.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with helpdesk policies and services.
• Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.
• Other duties as assigned by the Service Manager.

Requirements

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
• Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Ability to think around problems and come up with creative solutions is helpful.
• Ability to work with or without direct supervision.

Operational Expectations

• Dealing with hardware and application support queries and issues reported to the support desk.
• Take ownership and responsibility of an issue from start through to a successful resolution.
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
• Dealing with queries by following departmental procedures for fault resolution.
• Ensures that supported customer accurately completes the approved work request with the date and time of submission.
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures.
• Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas.
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures.

Competencies

• Working with People
• Applying Expertise and Technology
• Analyzing
• Learning & Researching
• Planning & Organizing
• Delivering Results and Meeting Customer Expectations
• Achieving Personal Work Goals and Objectives
• Supervisory Responsibility

Physical Demands

• While performing the duties of this job, the employee is regularly required to talk and hear.
• This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day.
• The employee may have to lift and/or move items over 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time salary position, and hours/days of work are decided by production schedules and your reporting manager. Travel will be minimal and would be primarily local during the business day.

Required Education And Experience

• Familiarity with the fundamental principles of ITIL/SLA.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Support for computer hardware and any authorized desktop software.
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network.
• Develop trends by monitoring and analyzing incoming calls, problems and support requests.
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Prioritize and schedule problems.
• Escalate problem (when required) to the appropriately experienced technician.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform post-resolution follow-ups to help requests.
• Reinforce SLAs to manage end-user expectations.

Preferred Education And Experience

Manufacturing/industry experience.