Associate Tech Support Specialist (End-user L1 Support)
2 months ago
Associate Tech Support Specialist (End-user L1 Support)Workstation Operations - Enterprise IT Responsibilities: The ideal candidate will provide compu.....
Associate Tech Support Specialist (End-user L1 Support)
Workstation Operations - Enterprise IT
Responsibilities:
- The ideal candidate will provide computer technical support to maintain, analyze, troubleshoot, and restore computer and information systems to an operational status within the Niq end user community.
- Responsible for the IT on-boarding process including preparation of IT kit and delivering a good experience for new joiners at the Tech Cafe
- Provides on-site technical support by performing installation, repair, and preventative maintenance of workstations and related software/hardware.
- Troubleshoots L1 software and hardware failures and skills acquired during training to return equipment to operational status within agreed upon Service Level Agreement parameters.
- Interacts daily with supervisor, peer groups and customers in order to manage workflow in a timely and professional manner.
- Supports and maintains user account information including administration rights and relevant updates to Service Now ticketing system to include accurate tracking of all physical workstations as per the asset management compliance requirements.
- Apply previous learnings, maintain certifications, and demonstrate willingness to adapt new technology solutions.
- Ensure any end user issues are handled expeditiously and that all proper ticket and issue documentation is completed
Soft skills and Professionalism
- Ability to communicate effectively
- Can adapt to change and new ideas or ways of working
- Exhibits empathy when partnering with internal and external stakeholders
- Maintain an enthusiastic attitude and willingness to assist users at all times
- Always ensure that conversations/discussions with end users are professional and focused on issues related to business and technology support
- Always ask for assistance when unsure of how to address a situation and lean on the team for support and additional training when needed
- Demonstrated ability to communicate or escalate situations which cannot be resolved quickly or are likely to be escalated
- Show initiative and follow through to completion of assigned tasks
- Respond timely to requests for assistance and confirm completion
- Respond positively to coaching and show improvement in areas requiring additional training or feedback
Official account of Jobstore.
