It technical specialist

IT Support Professional Opportunity

A high-performing IT Support Professional is sought after to deliver top-notch technical assistance and services.

* Provide exceptional first- and second-line support via email and remote tools, guaranteeing seamless interaction with clients.
* Diagnose and resolve complex issues involving Office 365, Salesforce, Slack, and other business applications in a timely and efficient manner.
* Log, track, and manage incidents and service requests across various platforms, ensuring high-quality results.
* Offer a professional, customer-centric experience during all interactions, upholding the company's commitment to excellence.
* Translate intricate technical issues into clear, user-friendly language for effective communication.
* Evaluate unresolved issues aptly and maintain close follow-up, demonstrating attentiveness to client needs.
* Adhere strictly to ITIL-aligned processes for incident, problem, and change management, maintaining consistency and quality.
* Closely monitor and meet Service Level Agreement requirements for all client requests, fostering trust and reliability.
* Identify opportunities to enhance service delivery and client satisfaction, remaining proactive in continuous improvement.
* Collaborate closely with internal teams and vendors to resolve intricate issues through synergistic efforts.
* Maintain precise documentation of incidents, changes, and resolutions, showcasing meticulous attention to detail.
* Develop and update comprehensive knowledge base articles for recurring issues, serving as valuable resources for future reference.