Job Description
About the Role
We are looking for a detail-oriented and proactive Digital & Technology Support Technician to provide comprehensive IT and digital support services. In this role, you will be responsible for managing service desk operations, offering end-user support, and ensuring the smooth operation of smart office technologies. You will collaborate with a Managed Services Provider (MSP) as needed to maintain high-quality service delivery.
Key Responsibilities
- Service Desk Management:
- Serve as the Single Point of Contact (SPOC) for all IT-related incidents and requests.
- Handle tickets submitted via various channels such as web browser, desktop client, mobile application, email, SMS, chatbot, and call center.
- Manage the full incident and request lifecycle, ensuring timely resolution and escalation of complex issues.
- Contribute to the development of FAQs and knowledge articles for end-users.
- Gather and analyze customer survey feedback and perform call quality audits.
- Develop and execute service desk training and improvement plans.
- Perform tasks such as end-user account provisioning, password resets, and software provisioning.
- Disseminate communication and alerts related to IT services and updates.
- End-User On-Site Support:
- Provide second-level support for escalated cases.
- Manage IT software provisioning and the administration of endpoint devices (laptops, desktops, mobile phones).
- Deliver comprehensive hire-to-retire support for employees.
- Handle workplace IMAC (Installation, Moves, Additions, and Changes) support.
- Smart Office Technology Support:
- Manage Unified Communication Systems (UCS) and IP telephony systems.
- Oversee multi-function printers/scanners and ensure seamless operations.
- Manage digital signage systems and meeting room booking systems.
