Purpose
IT Specialist - Support Centralized provides centralized first-line IT support for users across the Ben Line office network. The role is responsible for receiving, triaging, resolving, and coordinating incidents and service requests, ensuring timely, consistent, and professional IT support through ITSM tool.
Responsibilities
1. First-Line IT Support
- Provide centralized first-line IT support for end users, including user accounts, Microsoft 365 basic support, applications, email, endpoint devices, and common technical issues.
- Receive, log, triage, prioritize, troubleshoot, and resolve incidents and service requests through ITSM tool in accordance with Group standards, ITSM processes, SLA, and escalation procedures.
- Maintain clear communication with users, provide timely updates, confirm issue resolution, and escalate unresolved or specialized issues to the appropriate support teams.
- Maintain support documentation and contribute to the IT knowledge base.
- Identify recurring issues and recommend improvements to enhance service quality and user experience.
2. Coordination with Group Tech
- Coordinate with Group Tech teams to investigate, resolve, and follow up on incidents and service requests.
- Share user feedback, recurring issues, and improvement opportunities to support continuous service improvement.
- Support operational activities and service improvements when required.
3. Service Operations
- Monitor and manage assigned tickets to ensure timely response, resolution, and SLA compliance.
- Follow Group standards, documented procedures, and ITSM practices to deliver consistent IT support services.
- Participate in knowledge sharing, training, and continuous improvement initiatives.
Scope: Provide centralized first-line IT support for end users across the Ben Line office network, ensuring effective ticket triage, incident and service request management, SLA compliance, and consistent service delivery through ITSM tool.
Number of Direct Reports: 0
