IT Customer Service Representative Copy 01

Job description

Job Description - -------------- As an IT Customer Support Shift Lead, the candidate should be responsible for managing the delivery of IT Infrastructure services meeting all the SLA's focusing on Customer Experience. This role requires a combination of technical expertise, excellent communication skills, and the ability to prioritize tasks effectively. Ensuring smooth operation of technology tools and addressing technical issues promptly and delivering high-quality support to optimize productivity and efficiency. Roles \& Responsibilities: * Lead the delivery of IT Infrastructure services \& ensure all the SLA's are met. * Manage Incident, Issues and Outage management, Investigation, and restoration. * Collaborate with cross-functional teams to ensure timely resolution of issues. * Ensure compliance with IT policies, procedures, and standards are followed. * Provide technical assistance and support to the leadership team members for tablets, smartphones, network-related and other peripheral devices. * Diagnose and resolve technical problems promptly, ensuring minimal disruption to the workflow of the leadership team. * Stay informed about emerging technologies and trends in IT support. * Proactively identify opportunities to improve processes, systems, and tools to enhance the efficiency of IT support. * Coordinate with external vendors and service providers for hardware/software procurement, maintenance, and support as needed. * Conduct training sessions or provide individual guidance to team members on new technologies, software applications, and best practices for IT usage. * Provide operational support role in a multi-shift 24/7 and should be able to work across various shifts. Professional \& Technical Skills: * Must To Have Skills: Proficiency in Microsoft Windows \& Cloud Management. * Good To Have Skills: Experience with Desktop Transformation, Microsoft 365, and Network Infrastructures. * Strong understanding of IT Operations and Service Management. * Strong understanding of ITIL processes and methodologies. * Strong knowledge of hardware, software, and networking concepts. * Experience with incident, problem and change management processes. * Knowledge of IT policies, procedures, and standards. * Excellent communication and Collaboration skills. * Proven experience in providing technical support in a corporate environment, preferably supporting executive-level staff. * Ability to prioritize and manage multiple tasks in a fast-paced environment. * Familiarity with IT security best practices and data privacy regulations. * Certifications such as CompTIA A , Microsoft Certified Professional (MCP), Cloud, or Cisco Certified Network Associate (CCNA) are a plus. * Strong problem-solving skills and a customer-centric approach to IT support. * Proficiency in troubleshooting technical issues and providing timely solutions. Qualifications: * Candidate should have a minimum of 6 years of experience in Microsoft Windows/Cloud Management \& 2 years in Team Management. * The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful IT solutions. * Work from Office \& in multiple Shifts.