Technical Support Specialist
1 week ago
Overview:
This role is crucial for providing exceptional technical support and assistance to clients within a financial department. The IT Systems Technician will be responsible for ensuring smooth operations and effective communication with users.
Key Responsibilities:
- Act as the primary contact for clients seeking assistance with technical issues.
- Conduct troubleshooting sessions with customers via phone to resolve their concerns.
- Maintain accurate records of client interactions, issues, and resolutions using the ServiceNow ticketing system.
- Escalate unresolved issues to the appropriate Tier 2 support staff.
- Provide timely follow-ups and updates to clients and internal teams as necessary.
- Adhere to and enhance existing Service Desk procedures.
- Perform limited systems administration tasks as required.
- Utilize documented procedures and checklists to diagnose and resolve issues effectively.
- Manage customer service tickets, ensuring they are tracked and resolved efficiently.
- Minimum of 1 year experience in a Service/Help Desk role.
- Basic understanding of troubleshooting techniques and Tier 1 application support.
- Strong customer service orientation.
- Excellent verbal and written communication abilities.
- Proficiency in MS Office applications, particularly Word and Excel, with the capability to create and modify documentation.
- Strong analytical skills with attention to detail and accuracy in handling information.
- Ability to prioritize tasks, solve problems, and work independently or collaboratively within a team.
- Familiarity with Ivalua Procurement, CGI Advantage, and CGI HRM applications.
- Experience in supporting or configuring ERP-style applications.
- Two years of experience in troubleshooting and installing business or government software applications.
- 1 year of Service/Help Desk experience.
- 1 year of knowledge in troubleshooting and Tier 1 application support.
- Preferred: 1 year of relevant education from an accredited college or technical institution in Information Systems.
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