Digital Support Specialist

Responsibilities:

1. Coordinate with other IT teams to ensure seamless service delivery and resolution of issues.
2. Ensure that all IT incident and service requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for the IT specialist team.
3. Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within the relevant system(s).
4. Provide feedback to IT management about the system-related issues faced by the business users to improve performance.
5. Provide recommendations for continuous improvement based on regular assessments.
6. Identify opportunities for service improvements based on feedback, performance data, and industry best practices.
7. Handle and lead the communication for all level 1 support tickets with other departments and make sure logs and reports are provided as per the policy.
8. Help all employees to clearly understand why certain policies are in place, as well as helping to train them in information security.
9. Act as the primary point of contact for client inquiries, escalations, and feedback.
10. Understand client requirements and expectations to tailor service delivery accordingly.
11. Conduct regular meetings with clients to review service performance and identify areas for improvement.

Requirements:

1. Bachelor’s degree in Information Technology, Computer Science, or related field is the minimum requirement for this position.
2. ITIL certified.
3. CCNA and MCP certifications.
4. Minimum 2 years in IT Service Delivery Role.
5. Strong understanding of IT service management frameworks such as ITIL.
6. Strong understanding of Microsoft Operating Systems, Microsoft Software, and other client-based applications.
7. Ability to adapt to a fast-paced, dynamic work environment and manage multiple priorities effectively.
8. Strong communication and interpersonal skills.