Overview
The IT Support Specialist will act as the first point of contact for IT-related issues, providing rapid response and resolution for users across multiple platforms. The role involves logging requests, troubleshooting problems, and providing user training.
Key Responsibilities
- Act as first point of contact for rapid response requiring assistance in resolving IT-related problems across multiple platforms.
- Log requests, resolve IT issues, provide trouble-shooting support for non-standard problems, disseminate IT-related material to users and provide one-on-one training.
- Daily review of user requests for rapid response and meetings requests received through all channels.
- Provide immediate resolution of incidents and service requests and increase first contact resolution (FCR) metrics.
- Receive user demand for IT services and/or support through a multi-channel single point of contact and open ServiceNow tickets.
- Provide hands-on assistance and set up of meetings and conferences with audiovisual elements.
- Maintain an up-to-date inventory of all audiovisual equipment used for meetings support.
- Support meetings and IT hardware/software in FAO meeting rooms.
- Participate to the design and definition of new operational procedures for meeting room setup and equipment provisioning.
- Coordinate requests for the setting-up of IT services s.a. SharePoint, Teams workspaces, cloud services, MFA etc.
- Coordinate the delivery, deployment and configuration of standard and non-standard hardware and software for users.
- Assist in identifying hardware and software needs and coordinate requests for the purchase of hardware and software.
- Participate in meetings with supervisor in order to check on IT and meetings support.
- Perform other related duties as required.
Required Experience
• 1 year of related experience supporting service desk operations
Qualifications
• Secondary school education and specialization in IT service management or other related IT fields
