IT Specialist for EUCG

Job Description

To provide technical support to external and internal customers, assisting them with software, Server, networking and hardware problems via phone, email or onsite.

DUTIES AND RESPOSIBILITIES

To provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service. To maintain a high degree of customer service for all support queries and adhere to all IT service management principles. To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site. To log all calls on the call logging system(MicroStatus) and maintain full documentation. Respond to enquiries from clients and help them resolve any hardware or software problems. Maintain a log of any software or hardware problems detected. Support users in the use of Computer equipment by providing necessary training and advice. To allocate more complex service issues to the relevant IT Support member. To arrange for external technical support where problems cannot be resolved in house. To ensure that all SLA's are met. To work effectively and productively with 3rd line support. Produce statistics each month on call logging system(MicroStatus). To maintain user security on all systems as per the company policy. Supporting users in the use of Computer equipment by providing necessary training and advice. To arrange for external support visit whenever problems cannot be resolved in house.