Workplace Support Specialist
Location
India | India
Job description
Job Description
Mission of the role
The mission of the Workplace Support Specialist is to assure second line IT support regarding the standardised Azelis workplace is organised in an efficient manner such that service delivery occurs in optimal way for end-users.
You contribute to structurally improving the service delivery in this field of expertise.
You will form the bridge between your team and the first line servicedesk. Also alignment with other teams with activities impacting the workplace, is your responsibility.
Organisational Positioning
Reports to the Group Manager IT Services and Applications and is part of the Corporate IT Services and Applications Team. He/she will also participate in global Service Delivery Improvement Initiatives.
Main accountabilities
The Workplace Support Specialist ensures the following accountabilities:
- Ensure overall service quality and service levels are achieved for workplace related requests
- Organise the daily workplace operations of first line IT support engineers, including development and maintenance of procedures and work instructions for the execution of the support activities
- Assure workplace systems (such as Office 365, Exchange, Microsoft Endpoint Manager, ..) are kept up to date and configured according industry best-practices.
- Actively drive the implementation of improvements in workplace systems in alignment with various stakeholders (local IT coordinators, involved corporate IT colleagues, ..)
- Continuously improve the IT service delivery in close collaboration with the corporate IT Service Coordinator
- Actively support our business by providing second line IT support:
- Troubleshoot and resolve incidents transferred from first line servicedesk
- Resolve service requests such as configuration of access rights to IT colleagues, …
- Deliver advanced functional support on workplace systems
- Troubleshoot complex issues prior to handover to 3rd line support (external service provider)
- Pro-actively monitor the service health of workplace systems
- Proactively develop and promote end-user documentation or self-service options towards end-users
- You are the ambassador of a larger IT community
The Ideal Candidate
We are looking for a proactive personality that is ready to work in an international rapidly changing and challenging environment, who is passionate about optimizing the IT workplace in all its many forms, with the following experience, educational background and interpersonal skills:
- You have 3 to 5 years of experience in IT support
- You have a background in IT
- You have strong analytical skills and are able to work autonomously
- You strive for continuous improvement
- You are customer oriented with a problem-solving attitude
- You are able to guide and direct with all levels of employees and management.
- You have excellent communication skills
- You can work under stress and are able to dynamically prioritise your work or escalate when needed
- You are familiar with client computing, modern workplace and Office365
- You are familiar with Microsoft products
- Experience with ITIL is a plus
- You work comfortably in an international setting
- Excellent proficiency in English
Job tags
Salary
