Technical Support Specialist
The role of a Technical Support Specialist is to provide technical assistance to clients, addressing Level 1/2 issues and escalating as necessary. This position involves daily interaction with end-users, requiring efficient problem-solving and customer service skills to ensure a positive support experience.
* Promptly respond to, diagnose and troubleshoot incoming service desk requests and queries which can be via phone, customer self-service, email, remote support or walk-in.
* Receive, log and action service requests for standard IT services according to established procedures and timeline.
* Provide support with user onboarding and offboarding processes.
* Perform other duties as assigned by the Service Desk Manager or Team Lead.
* Escalate unresolved issues to Level 2 or 3 teams following established protocols.
* Utilize the knowledge base and available resources to resolve incidents effectively and efficiently.
* Participate in knowledge sharing and contribute to a knowledge base for common issues.
* Proper documentation and tracking of all interactions and solutions within the ticketing system.
* Provide excellent customer service with a professional and empathetic approach in all interactions.
Working Conditions:
* This is a full-time opportunity based in Newcastle.
* Daily interaction with end-users.
* Ongoing training and development opportunities.