Senior IT Technical Support Specialist
4 days ago
About the Role
This senior role is part of the IT Team and will lead the provision of technical support to internal staff, covering technical and troubleshooting assistance related to computer hardware and software, mobile devices, banking systems, and other products.
The Senior IT Technical Support Specialist will be responsible for the proactive improvement of operational processes and practices, as well as providing operational support as a member of the IT Service Desk.
Key Responsibilities:- Deliver quality customer-focused support services in line with agreed services and SLA's.
- Manage the enhancement of the Service Desk Platform.
- Ensure consistent use of agreed tools and methods to address and resolve user-identified issues and problems in line with service level agreements.
- Report against performance metrics to highlight areas where modifications are required to enhance team performance, customer outcomes, and efficiency.
- Manage and develop a team of staff responsible for the delivery of service support services.
- Escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes.
- Maintain a high degree of customer service, including taking ownership of user problems and communicating progress in a timely manner.
- Analyse IT Service Desk data to identify and implement improvements to internal IT Service Desk operational processes.
Required Skills and Qualifications
Tertiary qualifications in a related discipline or equivalent.
Relevant Information Technology degree or diploma.
ITIL Certification.
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