IT Support Services Specialist

2 weeks ago

Sukkur, Sindh, Pakistan Future Technologies Full time 800,000 - 1,200,000 per year

Duties and Responsibilities

  • To provide first-level technical support by handling incoming queries and help requests from end users, either via email or over the phone with a professional attitude, ensuring prompt and effective problem resolution
  • To manage 24/7 - IT service desk day-to-day operations and answer all the requests received through the IT Service Desk tool, phone, emails, etc. as per the standard operating procedures
  • To effectively use IT service management applications within the organization and its administration
  • To ensure that the service desk and support team deliver flawless customer service in managing incident restoration and service request fulfilment
  • To be able to install, configure, and troubleshoot end-user operating systems, application software, end-point security products, and hardware devices including scanners and printers
  • To be able to guide and conduct remote assistance/troubleshooting using tools like MS Teams
  • To lead and direct team members to make sure that service level agreements (SLAs) are in place with relevant support teams.
  • To perform an initial assessment, triage, research, and resolve basic incidents and requests regarding the use of software application products and/or infrastructure components
  • To follow up with reported complex incidents to ensure they are resolved, requests are filled, and ensure customer communication is complete
  • To ensure that accurate and necessary information is obtained from users for the resolution of incidents or fulfilment of requests
  • To establish and develop relationships with other support teams through frequent constructive communication
  • To ensure that support inquiries and issues are resolved correctly and promptly and professionally
  • To keep a track record of all the relevant documentation and to make sure effective contribution is made to improvise the operational procedures.
  • To be able to track, identify, and communicate issue trends and prepare reports for management driving customer and end-user satisfaction
  • ·To perform any other assignment as assigned by the supervisor(s).

Requirements

  • Minimum Bachelor's in IT, Computer Science, or equivalent
  • End-user software and hardware support
  • IT Service Desk operations
  • IT support and coordination
  • Good knowledge of Microsoft Windows 10, Antivirus, MS Office 365, Desktops, Laptops, Printers, Scanners, LAN, Wi-Fi, etc.
  • Ability to work on / use IT Service Desk framework and technologies
  • Effective communication, coordination, customer handling, and problem-solving skills

Job Type: Full-time

Application Question(s):

  • Can you work in Day/Evening/Night Shift?

Experience:

  • IT infrastructure/operations and support: 4 years (Preferred)

Willingness to travel:

  • 50% (Preferred)

Work Location: In person

Application Deadline: 30/03/2024

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