Vacancies
END-USER SUPPORT SPECIALIST
full-time ACCRA 08 Jul 2024
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.