IT Support Specialist
BD Recruitment are currently seeking an experienced IT Support Services Specialist.  This candidate will be responsible for providing the company users with comprehensive first-tier support for the efficient resolution of end-user incidents, service requests, and problems. The IT Support Services Specialist will be an active and contributing member of the IT Support Services team and will report to the Support Services Manager EMEA & APAC.
This person will be responsible for:
-          Interfaces with customers in person, over the phone, and on line to capture service needs.  Accurately opens incidents and requests as needed.
-          Triages all incoming IT incidents and requests to insure proper categorization, priority, and assigns correct responsibility for service delivery.
-          Provides first-tier service delivery for the efficient resolution of IT end-user-related incidents, service requests, and problems updates the service desk management tool accordingly
-          Resolves issues and requests utilizing excellent customer service skills, problem solving skills, and technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
-          Provides technical support for business systems following troubleshooting guidelines and scripts.
-          Manages and triages multiple incoming priorities effectively by understanding customer needs to identify potential problems and to escalate as needed.
-          Takes ownership of all customer interactions, utilizes appropriate follow-through, and logs all customer interactions. Interacts with other members of IT as needed to insure service delivery to customers. Provides timely feedback to internal customers via phone, email or other form of communication
-          Coordinates user communication efforts for planned and unplanned outages.
-          Contributes to the knowledge base of self-help for customers.
-          Documents, maintains, upgrades or replaces hardware, software systems, and licenses
-          May participate in some projects
-          Performs related tasks as needed or assigned
Qualifications & Experience:
-          2+ years of experience providing support in a corporate networked environment.
-          Technical knowledge of Windows operating systems, PC hardware technology, cell phones, tablets, Active Directory, Exchange mail services, MS Office, Mobile Device Management, Microsoft InTune, basic networking, VoiP and application level ID administration
-          Training and/or experience with ITIL methodology
-          Experience with ServiceNow or other ITIL based tracking system, asset management, and remote access control software.
-          Experience in problem solving and troubleshooting hardware and software issues is required
-          Self-motivation and an eagerness to learn are equally important job requirements
-          Ability to follow documented operational procedures and independently organize, coordinate, and complete job orders
-          Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
-          Ability to produce detailed documentation as necessary
-     Ability to read and interpret technical journals, specifications, international technical                                                       standards, etc.                                                                                                                                     -      Travel and fieldwork, including international travel may be required. Therefore, employee must possess, or be able to acquire a valid passport.