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IT Support and Operations Specialist
3 months ago
Job Purpose: At Precision Hire Solution, we are dedicated to enhancing connectivity and innovation within our operational framework. We are seeking a skilled IT Operations and Support Technician to contribute to our mission of delivering exceptional service to our stakeholders and clients.
Role Overview: This position involves working within an Operations & Support environment, adhering to established protocols to effectively resolve incidents, fulfill service requests, and execute deployment activities along with preventive maintenance. The technician will ensure that all IT service operations are conducted within agreed service levels, minimizing any negative impact while ensuring prompt incident resolution.
Key Responsibilities:
- Deliver excellent customer service to both internal and external clients, ensuring alignment with specific qualitative and quantitative performance targets.
- Communicate with customers regarding the status and progress of incidents and service requests, providing updates and obtaining feedback upon resolution.
- Escalate high-impact incidents or service requests to management to ensure immediate action is taken to mitigate business impact.
IT Asset Management:
- Coordinate with vendors for warranty repairs and on-site service, prioritizing hardware and accessory issuance based on incident and service request urgency.
- Maintain an updated inventory of IT assets and service catalog items, ensuring the availability of necessary services across the organization.
Technical Support Responsibilities:
- Handle inbound and outbound calls to provide exceptional customer service, ensuring that service meets established targets and KPIs.
- Strive to resolve the maximum number of incidents on the first call, efficiently routing unresolved issues to the appropriate support teams for swift resolution.
Field Support Coordination:
- Ensure that moves and relocations within corporate environments align with business expectations.
- Oversee the upgrade of devices, ensuring that laptops and handheld devices are equipped with the latest operating system security and application patches.
Qualifications & Experience:
- Educational Background: 3 Years Vocational or Diploma in Information Technology or equivalent.
- Minimum of 3 years of relevant work experience.
Skills & Knowledge:
- Proven experience in customer support and operational support roles.
- Demonstrated expertise in systems operations within environments of similar scale and complexity.
- Proficient in using PCs and applications such as MS Office and Outlook.
Salary & Benefits: We offer a competitive tax-free salary along with exclusive travel benefits, including discounts on flights and hotel accommodations worldwide. Additional information about employee benefits can be found on our website.
