Job Description
The primary role of the Digital Workplace Support Officer is to serve as the first point of contact for internal users, addressing IT-related queries and resolving issues efficiently.
1. Act as the initial point of contact for internal users, providing support and guidance on IT-related matters.
2. Utilize a ticketing system (JIRA) to manage incoming tickets: swiftly resolve quick task tickets under 30 minutes or troubleshoot and prepare detailed tickets for the second-level support team.
3. Collaborate with other IT groups to align on complex ticket resolutions.
4. Establish communication with IT vendors and suppliers, taking necessary actions when required.
5. Keep ticket reporters informed about status, progress, and estimated resolution time through proactive communication.
6. Respond promptly to monitoring alerts and take appropriate measures to resolve them.
7. Document incidents and solutions effectively.
8. Provide training to users on various business applications.
9. Offer hardware support to users as needed.
10. Perform additional activities related to the Digital Workplace Support Officer's role as required.
Required Skills and Qualifications
* Degree in Information Technology (minimum 2 years post-A-level).
* Fluent English skills with excellent written and spoken proficiency.
* At least 2 years' experience in an IT-related role, strong knowledge of Windows and Linux operating systems, proven experience in customer support within an international and multicultural environment, skilled in application support including troubleshooting, analysis, and solution delivery, good general understanding of IT systems and networks, proficient in Microsoft Office tools, hands-on experience in user support and issue troubleshooting.
* Excellent communication and organizational skills.
* Service-oriented mindset with a focus on user satisfaction.
* Ability to multitask and work independently.
* Strong team player with good analytical and problem-solving abilities.
* Open-minded, proactive, dynamic, flexible, and reliable.
* Able to follow established procedures and maintain high-quality standards.
Additional Information:
As a valued member of our team, you will have opportunities for professional growth and development, and contribute to delivering exceptional user experiences.