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IT Support and Operations Specialist
3 months ago
Job Purpose: At Precision Hire Solution, we are dedicated to connecting our clients with top-tier talent and ensuring seamless operations. We are looking for a skilled IT Operations and Support Technician to enhance our service delivery and support our stakeholders effectively.
Role Overview: This position involves working within an Operations & Support framework, adhering to established protocols to resolve incidents, fulfill service requests, and execute deployment activities along with preventive maintenance. The objective is to ensure that all IT service operations are conducted within the agreed service levels, minimizing disruptions and ensuring timely incident resolution.
Key Responsibilities:
- Deliver exceptional customer service to both internal and external clients, ensuring alignment with specific qualitative and quantitative performance indicators.
- Communicate effectively with customers regarding the status of incidents and service requests, providing updates and confirming closure while gathering feedback.
- Escalate high-impact incidents or service requests to management promptly to mitigate business impact and ensure operational continuity.
Specific Responsibilities:
- IT Asset Management: Collaborate with vendors for warranty repairs and onsite services. Manage hardware and accessory distribution based on incident priorities.
- Inventory Maintenance: Update and maintain the IT asset inventory and service catalog, ensuring the availability of essential services.
Technical Support:
- Handle inbound and outbound calls to provide quality customer service, ensuring that service delivery meets established targets and KPIs.
- Strive for first-call resolution of incidents, efficiently routing unresolved issues to appropriate support teams for quick resolution.
Field Support Coordination:
- Oversee moves and relocations within corporate facilities, ensuring alignment with business requirements.
- Ensure that devices are updated with the latest operating system security and application patches.
Qualifications & Experience:
- Educational Background: Vocational or Diploma in Information Technology (or equivalent) with a minimum of 3 years of relevant experience.
Skills Required:
- Proven experience in customer support and operational roles.
- Strong background in systems operations within complex environments.
- Proficient in PC applications, including MS Office and Outlook.
Salary & Benefits: Enjoy a competitive tax-free salary along with industry-exclusive travel benefits, including discounts on flights and hotel accommodations.
