IT Service Specialist

Provide first level contact support for all IT related issues.Research and identify solutions to software and hardware issues.Diagnose and troubleshoot technical issues, including account setup and network configuration.Ask customers targeted questions to understand the root of the problem.Track computer system issues through to resolution, within agreed time limits.Proceed with clients through a series of actions, via phone, email or chat, until they have solved the technical issue.Follow up with clients to ensure their IT systems are fully functional after troubleshooting.Properly escalate unresolved issues to appropriate internal teams (e.g. infrastructure, developers).Provide prompt and accurate feedback to customers.Refer to internal database or external resources to provide accurate tech solutions.Install, test and configure new workstations, equipment and software.Ensure all issues are properly recorded.Prioritize and manage several open issues at one time.Prepare accurate and timely reports.Document technical knowledge in the form of notes and manuals.Perform any additional tasks necessary to improve workflow within the scope of the job’s specialty.

Educational background and previous experience:Bachelor’s degree.From 0 - 3 years of relevant professional experience (Specialist).Technical Certifications (CCNA

• MCSA
• ITIL).Knowledge and Functional Skills:Excellent written and verbal communication skills.Excellent organization and attention to detail.Self-starter, resourceful, great problem solver.