Helpdesk Technician
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What you'll do
- Processing of laptop replacement queue.
- First point of contact within Global Service Desk (GSD) support channels including (but not limited to) ITSM ticketing platforms, Slack support channels (as determined by GSD leadership), and in-office walk-up support.
- Respond to common technical difficulties, training and guidance requests from user base involving desktop/laptop hardware and software/applications
- Monitoring and actioning appropriate ITHELP Jira queues as directed by GSD
- Software Provisioning / Deprovisioning within scope/access constraints of role within GSD
- Adherence to standard escalation processes for IT tickets
- Adherence to standard ticket handling practices as directed by GSD (e.g., components, labels, other ITSM related fields)
- Slack Administration (within role access constraints)
- Google Workspace Administration (within role access constraints) Laptop imaging and set up for new and existing employees.
- Ensure Standard Operation Principles (SOPs) are followed, and all processes and procedures adhere to EOS company policy/standards.
- Primary ownership of cadenced (as directed by GSD) office desk workspaces for peripheral testing, replacement and general tech readiness
- Other IT/Helpdesk support as needed.
What they're looking for
- Ability to communicate and write proficiently in a corporate environment.
- 3-6+ years of proven experience in a helpdesk or technical support role.
- Strong understanding of Apple operating systems, software applications, and network systems.
- Excellent problem-solving and communication skills.
- A commitment to providing exceptional customer service.
- Ability to work independently and in a team-oriented environment.
Nice to have
- Technical certification or bachelor's degree in IT-related field preferred.
- Familiarity with IT service management (ITSM) and helpdesk software is a plus.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
OUR COMPANY:
EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.
We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.
WHAT YOU WILL DO:
As a Helpdesk Specialist, you will play a crucial role in ensuring the smooth and efficient operation of our organization's information technology infrastructure. You will be responsible for providing technical support to our internal and external stakeholders, resolving issues promptly, and maintaining a high level of customer satisfaction. Your expertise and dedication will contribute to the overall success of our IT department and the company as a whole.
KEY RESPONSIBILITIES:
- Processing of laptop replacement queue.
- First point of contact within Global Service Desk (GSD) support channels including (but not limited to) ITSM ticketing platforms, Slack support channels (as determined by GSD leadership), and in-office walk-up support.
- Respond to common technical difficulties, training and guidance requests from user base involving desktop/laptop hardware and software/applications
- Monitoring and actioning appropriate ITHELP Jira queues as directed by GSD
- Software Provisioning / Deprovisioning within scope/access constraints of role within GSD
Adherence to standard escalation processes for IT tickets - Adherence to standard ticket handling practices as directed by GSD (e.g., components, labels, other ITSM related fields)
- Slack Administration (within role access constraints)
- Google Workspace Administration (within role access constraints) Laptop imaging and set up for new and existing employees.
- Ensure Standard Operation Principles (SOPs) are followed, and all processes and procedures adhere to EOS company policy/standards.
- Primary ownership of cadenced (as directed by GSD) office desk workspaces for peripheral testing, replacement and general tech readiness
- Other IT/Helpdesk support as needed.
ESSENTIAL CRITERIA:
- Technical certification or bachelor's degree in IT-related field preferred.
- Ability to communicate and write proficiently in a corporate environment.
- 3-6+ years of proven experience in a helpdesk or technical support role.
- Strong understanding of Apple operating systems, software applications, and network systems.
- Excellent problem-solving and communication skills.
- A commitment to providing exceptional customer service.
- Ability to work independently and in a team-oriented environment.
- Familiarity with IT service management (ITSM) and helpdesk software is a plus.
The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.
EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.
Company
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