IT Service Specialist

Purpose of the Job

The IT Service Specialist is responsible for providing technical support and assistance to end-users. This role involves troubleshooting IT issues, answering queries, and ensuring that IT systems and services are functioning optimally. The IT Service Specialist plays a crucial role in maintaining the overall efficiency and effectiveness of our IT operations.

Responsibilities

• Provide IT support to resolve technical issues reported by users.
• Escalate complex issues to System owner or specialized teams as necessary.
• Diagnose and troubleshoot hardware, software, network, and other IT-related problems in end users computing.
• Support business users in different office locations.
• Offer guidance and training to users on best practices, IT policies, and the use of IT systems and software.
• Maintain accurate records of issues, solutions, and user interactions in the ticketing system.
• Participate in resolution of IT incidents, ensuring minimal disruption to business operations.
• Deliver exceptional customer service by being attentive, responsive, and empathetic to user needs.
• Identify areas for improvement and contribute to the enhancement of IT support processes and services.
• Support modern digital workplace technologies, including but not limited to TEAMS, Smart devices, digital solutions.
• Install/ Upgrade/ Support/ Configurate of software & hardware equipment (Desktop, Laptop, Printer, Mobile Devices, etc.).
• Provide IT and AV support in events and meetings
• Coordinate, escalate, and manage the support to third party vendors
• Prepare user manual or procedure to helpdesk team
• Teamwork with the other IT staff, ensure all helpdesk incident and service request tickets can be resolved without breach of SLA
• Perform ad-hoc duties as assigned

Requirements

• High Diploma or above in Computer Science, Information Technology, or related disciplines
• Minimum of 3-5 years of experience of IT support with a strong focus on end user service.
• Proficiency in troubleshooting hardware, software, and network issues. Familiarity with Windows and Mac operating systems, as well as common business applications.
• Experience in M365 and AD users' administrative
• Experience in MAC and Mobile device troubleshooting is an advantage
• Relevant IT certifications are a plus (e.g. ITIL, Microsoft Certified Professional)
• Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving abilities
• Experience in delivering high-quality customer service.
• Ability to work effectively as part of a team and independently.
• Ability to adapt to changing technologies and processes.
• Good command of written and spoken English and Chinese