It Helpdesk Specialist

JOB SUMMARY The IT Support & Services Team operates on a 24/7 basis and is responsible for the incident management process and for the technical support related to computer systems, hardware, or software for all Customers within the scope of the Support terms. The IT Support & Services Team is accountable for the resolution and communication in relation to the Customer impacted by low to high severity incidents.
His primary function is to deliver a superior level of customer service and to act as the first point of contact for all incidents (Level 1-3) for the Customer. He will also provide support to the Incident Officer. He will also act as the central point of contact for the Customers until the incident is resolved.
MAIN RESPONSIBILITIES
Manage Level 1 & 2 support and provide documentation for new incidents and their resolutions.
Understand the products and services offered and understand how the hardware and software issues affect the individual customers' business.
Act as the central point of contact between the external customer and the internal stakeholders, including third party Vendor/Suppliers, for incidents impacting the Customers. The contact method can be in person or via phone call, email and/or text message.
Take ownership of incidents and liaise with internal/external stakeholders throughout the entire resolution process, including advice of incident status, resolution and negotiation of closure.
Prepare report for each of the resolutions of the incident tickets.
Perform regular Preventive Maintenance tasks and ensure backup.
Perform system wide performance check and data consistencies analysis.
SKILLS/QUALIFICATIONS
Bachelor's/College Degree in Computer Science, Information Technology or equivalent
At least 5 years relevant experience as a IT Helpdesk Support
Demonstrable highly developed customer service skills
Strong technical aptitude with a good understanding of the product/service offerings
Sound skills and knowledge of the fault management process and workgroups
Analytical problem-solving skills
Experience in creating and providing business reports
Self-directed and self-motivated
Team player demonstrating maturity and a positive attitude towards change