User Support Specialist

So, what are the main responsibilities of a User Support Specialist in Netcompany? 

As a User Support Specialist, you will,

• Assign, pick up, and resolve service requests within agreed SLA timelines, escalating to domain-specific support teams when required.
• Resolve incidents within SLA targets, ensuring timely restoration of services.
• Perform effective troubleshooting, analysis, and propose workarounds for reported incidents and service issues.
• Escalate complex service requests and incidents to appropriate domain-specific support lines as necessary.
• Develop, maintain, and update technical guides and documentation for new, recurring, and complex service requests and incidents.
• Contribute to the ICT knowledge base and support continuous improvement of service desk processes and tools.
• Deliver a positive, professional customer experience by providing high-quality support to end-users through multiple communication channels.
• Carry out additional duties and tasks as assigned by the Frontex ICT Service Delivery Senior Coordinator.

What would make you a fit for the role:

• Bachelor’s degree or equivalent qualification in Information Technology, Computer Science, or a related field
• Minimum 3 years of experience in an ICT Service Desk, IT Support, or similar role
• Proven experience working with IT Service Management (ITSM) processes, including incident and service request management
• Good understanding of SLA-driven support environments and escalation procedures
• Strong troubleshooting and analytical skills across common ICT systems and user environments
• Experience in creating and maintaining technical documentation and knowledge base articles
• Excellent communication skills in English, with the ability to provide professional support to end-users
• Strong customer-service orientation and ability to work effectively in a team-oriented, multinational environment

If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be!

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Please upload your CV in English via the Apply button. All applications will be treated as strictly confidential.

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the Netcompany culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience.

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