Specialist

Job Description:

Responsibilities:

• IT Asset and Hardware Management:

  • Physically manage IT asset inventory.
  • Handle IT hardware, application, and workstation troubleshooting.

• MTR Solutions and AV Devices:

  • Gain hands-on experience with MTR solutions and AV devices.
  • Perform basic troubleshooting for AV devices.

• Operating Systems and Communication:

  • Work with Windows and MAC OS.
  • Communicate effectively with senior leaders (VIPs), ensuring clear and comfortable conversations.

• Support and Escalations:

  • Provide support for on-call escalations.
  • Conduct root cause analysis for given issues.
  • Resolve tickets independently within the agreed SLA for ticket volume and time.

• Quality and Compliance:

  • Adhere to quality standards, regulatory requirements, and company policies.

• Value-Adding Activities:

  • Update and manage the knowledge base.
  • Train new employees and coach analysts.

• Customer Experience:

  • Ensure a positive customer experience and high CSAT through first call resolution.
  • Minimize rejected resolutions and reopen cases.

If you are a proactive individual with strong technical skills and the ability to communicate effectively with senior leaders, we encourage you to apply for this role.