Our client, a business process outsourcing (BPO) company is looking to hire a proactive End User Support specialist to assist with the company’s operations.

 ROLE PROFILE

The successful candidate will be responsible for participating in decision-making and collaborating with other IT teams in department-wide projects. He or she will also perform the following functions:

DUTIES/RESPONSIBILITIES

• Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved
• Act as the initial point of contact for all computer and system-related concerns from clients or other employees
• Assist management in creating training materials on computer troubleshooting and usage
• Organise and file documentation of warranties and instructional guides for computer hardware
• Maintain a working log detailing all required system updates, as well as the date of completion
• Attend in-person meetings with clients to analyse, troubleshoot, and diagnose hardware problems
• Resolve technical issues related to network interruptions
• Install and configure computer systems and applications within the company
• Accept constructive criticism and customer feedback regarding their experience with software or IT services

EDUCATION/EXPERIENCE

• A minimum Degree in Computer Science, Information Technology, or a relevant field.
• A minimum of 3 years of relevant functional experience in similar roles
• Must have experience working with different operating systems including Windows and Mac OS, Virtual Desktops, and other systems
• Proven experience as an End User Support Specialist.

REQUIREMENTS

• Must have exceptional customer-facing skills
• Must have good knowledge of escalation procedures, incident management, and other disciplines related to service delivery with a foundational understanding of ITIL (Information Technology Infrastructure Library) principles
• Must have time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Must be comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other remote access desktop programs
• Ability to prioritise and manage several milestones and projects efficiently
• Must have professional and interpersonal skills are essential when communicating with customers and clients
• Must have experience installing and configuring computer systems and applications for a large company
• Must have strong written and spoken business English and a strong native speaker in the Geographical area you will support.