Technical Support Specialist

Job Overview

Provide high quality Service Desk support ensuring timely resolution of user issues and service requests. Manage IT service requests and incidents efficiently using industry standard tools and processes. Collaborate with cross functional teams to improve IT service management and implement best practices. Continuously update technical knowledge related to Service Desk operations and emerging technologies. Ensure adherence to ITIL frameworks and maintain service level agreements (SLAs). Participate in knowledge sharing documentation and process improvement initiatives to enhance team performance.

Responsibilities

• Manage and resolve incidents and service requests logged through Service Desk platforms ensuring high customer satisfaction.
• Monitor and maintain IT service operations to prevent service disruptions.
• Act as an escalation point for complex Service Desk issues providing advanced support as needed.
• Conduct root cause analysis for recurring incidents and implement corrective actions.
• Maintain accurate records of all Service Desk activities in compliance with ITIL processes.
• Participate in shift rotations and oncall support to ensure 24/7 service availability.
• Mentor junior team members and support continuous improvement within the Service Desk team.
• Communicate effectively with users to provide updates and guidance on issue resolution.
• Escalate unresolved problems to higher levels of support when necessary.
• Provide advice on online security and best practices to end users.