IT Customer Service Representative Copy 01

Job description

As an IT Customer Support Analyst, the candidate should be responsible for ensuring all incidents and outages are closed in a timely manner, properly documented, tracked, and resolution occurs. Provide technical assistance to the leadership team. This role requires a combination of technical expertise, excellent communication skills, and the ability to prioritize tasks effectively. Roles & Responsibilities: • 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. • 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. • Knowledge on 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 4+ years of experience in Microsoft Windows & Cloud 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.