User Experience Specialist (End User experience & Desktop Support)

Objective:

To provide comprehensive IT support services for client's end-user experience, desktop support, basic network troubleshooting, and reporting, ensuring smooth and efficient operations. The IT Helpdesk Support Engineer will deliver timely, high-quality service to maintain and enhance the overall IT experience for end users.

Key Responsibilities

1. End-User Experience & Desktop Support

. Provide first-line support to client's employees for all IT-related issues, including software, hardware, and peripheral troubleshooting.

. Set up and maintain desktops, laptops, and mobile devices, ensuring compliance with client's IT standards.

. Assist with onboarding and offboarding processes, including user account setups, profile configurations, and deactivation of accounts.

. Troubleshoot and resolve technical issues both in-person and remotely, focusing on minimizing downtime and disruptions to business operations.

. Offer project support and solutions to enhance user experience, ensuring high customer satisfaction levels.

2. Basic Network Support

. Perform initial network troubleshooting (connectivity issues, VPN, Wi-Fi, etc.) and escalate unresolved problems to the network team.

. Collaborate with network administrators to ensure a stable and secure user environment.

3. Reporting and Documentation

. Log and manage helpdesk tickets efficiently in the ticketing system, tracking status, resolution times, and user satisfaction.

. Provide regular reports on helpdesk activities, common issues, resolution times, and trends to the User Experience Lead.

. Maintain clear and accurate documentation of procedures, resolutions, and frequently asked questions for both users and the support team.

4. Service Level Expectations

. Respond to user requests promptly, aiming for first-time resolution where possible.

. Prioritize and escalate issues according to defined service levels and criticality of business impact.

. Ensure high availability and excellent customer service to all client's employees, fostering a positive user experience.

5. Overtime, Public Holidays, and Weekends

. If required to work overtime, weekends, or public holidays, the engineer must seek prior approval from the User Experience Lead.

Reporting Line:

The IT Helpdesk Support Engineer will report to the User Experience Lead, aligning with organizational objectives and enhancing end-user satisfaction.

Customer Focus:

The engineer will maintain a customer-centric approach in all interactions, emphasizing proactive communication, empathy, and efficient problem resolution to meet user needs and exceed expectations.