The IT Specialist for End-User Computing Group (EUCG) will be responsible for the following across Microsourcing Colombia:
- To provide 1st level technical support professionally, efficiently and effectively, maintaining a high
- degree of customer service.
- Assist end users with requests related to their IT assets (e.g., issuing new hardware, upgrading
- software, troubleshooting).
- Keep an accurate inventory of all IT assets (laptops, desktops, software licenses, mobile devices,etc.).
- Respond to technical inquiries from internal and external customers and help them resolve any hardware or software problems.
- To log all handled IT requests and IT incidents in FreshService and maintain full documentation.
- Adhere to the IT's SLA commitments for IT Service Requests and IT Incidents that are recorded, tracked
- and documented in FreshService ITSM.
- Adhere and comply with the assigned IT Shift Support schedule by the IT Supervisor and/or IT Manager for End-User Computing Group (EUCG) in alignment to the business needs of the company.
- Provide assistance to IT peers to help complete IT projects, initiatives and activities and to help resolve IT issues.
- To arrange for external technical support where problems cannot be resolved in house.
- To maintain user security on all systems as per the company policy.
Qualifications And Typical Experience
- At least 2-3 years of computer system experience.
- Candidate must possess at least a Bachelor's/College Degree or IT-related course
- Knowledge of Microsoft, Mac OS, and Linux operating systems with emphasis on desktops/endpoint setups.
- Should exhibit strong interpersonal and communication skills.
- Experience in client relationship and Account management.
- Analytical and team management skills are a must.
- Ability to work well under pressure, multi-task and meet demanding deadlines.
- Call Center / BPO / SI / Provider work experience is highly preferred.