Arhs
User Support Specialist
Company
Role
User Support Specialist
Location
Job type
Full-time
Posted
16 hours ago
Salary
Job description
- Providing high quality technical assistance and support services for both internal and external users
- Processing simple and complex service requests and incidents reported via self-service portal, phone, e-mail or in person
- Proposing workarounds, troubleshooting and analysing reported incidents
- Escalating reported issues to domain specific support lines if necessary
- Providing user guidance and advice
- Contributing to knowledge base development
- Contributing to support service improvement
- Creating a positive customer experience
- Preparing digital workplace: configuring, installing, replacing and distributing end user equipment (laptops, screens etc.)
- Executing digital workplace improvement projects eg. mass replacements of end user equipment (laptops, screens etc.)
- Other specific duties as assigned by supervisor
- Bachelor' s degree plus 4 of relevant experience.
- Good knowledge of English equal to C1 according to CERF.
- Excellent practical knowledge of:
- IT end users infrastructure (workstations, printers, peripherals etc.)
- workstations’ operating systems
- identity management
- networking
- complex information systems and their interoperability
- M365 cloud services
- ITIL, especially incident and request fulfilment processes
- using ITSM solutions
- Excellent communication skills (in written and verbal communication)
- Open minded, excellent troubleshooting, analytical and problem solving skills
- Very strong sense of responsibility
- Accuracy and attention to details
- Sense of tact and diplomacy
- Friendly, supportive and helpful personality with co-operative and service oriented attitude
- High level of initiative and ability to work in stressful environment with minimal supervision
- High level of motivation and initiative
