IT Support Specialist

IT SUPPORT SPECIALIST

Job Purpose:

Servicing one of our account the role will provide resolution to Help Desk service requests within a timely manner and to demonstrate technical expertise and exceptional customer service skills. The roles will require individuals who are highly motivated with a demonstrated ability to work under pressure by handling multiple assignments simultaneously as well as learning new skills and procedures.

Experience Profile:

. Previous Helpdesk experience and solid IT background
. Fluency oral and written in English at least one of the following languages: Danish, Swedish, Norwegian, German, Dutch, Italian, Spanish, French

Key Accountabilities:

. Interact with customers via telephone, e-mail, etc. providing technical support and problems solving abilities
. Identify, evaluate and prioritize customer problems and complaints
. Analyze customer problems and formulate plans of resolution
. Utilize all technical resources to solve customer problems
. Serve as a point of escalation for other Helpdesk Services agents
. Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
. Assist in evaluating new products and technologies introduced at the helpdesk.
. Demonstrate and promote superior customer service in handling inquiries, problems, and complaints.
. Work with departmental staff to promote, develop, and maintain strong customer service values.
. Escalate unresolved issues to support leads, designated service group or client help desk.

Technical Criteria:

. Strong technical background
. Strong knowledge of all Microsoft applications and operating systems
. Strong knowledge of lotus notes an advantage
. MCP / MCSE / A+ certification an advantage but not essential