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IT Support Specialist
2 months ago
Position Overview:
The IT Support Specialist serves as the main point of contact for all technology-related services through the service desk, ensuring efficient communication and resolution of issues for all M3 USA Business Units.
This role involves managing, directing, and addressing all service requests promptly, which includes providing training, developing knowledge base documentation, and collaborating with Level 2 and Level 3 support teams to ensure swift resolutions to user challenges.
Key Responsibilities:
Responsibilities include, but are not limited to:
- Effectively articulate technical solutions in a clear and professional manner.
- Deliver personalized training sessions for end-users as required.
- Respond promptly to all inquiries, aiming for a First Call Resolution rate exceeding 80%.
- Accurately categorize and assign tickets to appropriate IT departments, ensuring comprehensive documentation during escalations.
- Escalate intricate technical problems as necessary while maintaining communication with the user.
- Diagnose, resolve, and document issues related to network printers.
- Identify, troubleshoot, and document hardware and software challenges faced by end-users.
- Maintain and manage the hardware and software inventory database.
- Support the upkeep of the service catalog.
- Contribute to the development and maintenance of the Knowledge Base.
- Assist with desktop setups as required.
- Participate in onboarding and offboarding processes.
