IT Support Specialist, End user support, M365

A leading global beverage company operating in over 200 countries, offering a diverse portfolio of non-alcoholic drinks. Known for its iconic brands and commitment to refreshing consumers around the world.

Responsibilities

• Provide support on IT request and break-fix to employees in person and through phone calls, chats and emails. Provision new users with hardware, software, and account setup. Provide onsite and remote support for multiple locations. Troubleshoot and resolve a variety of technical problems including networking.
• Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting.
• Provide support for mobile phone administration management
• Respond quickly to cyber, malware alerts and location outages.
• Utilize remote support tools to diagnose and resolve desktop issues efficiently, regardless of user location.
• Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge.
• Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events.
• Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems.
• Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance.
• Work closely with event organizers to understand technical requirements and ensure all AV needs are met.
• Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation, with a commitment to resolving user issues promptly and professionally.
• Provide hands-on support for networking devices and facilitating network upgrades.
• Manage IT Rooms e.g. alerts etc
• Support IT maintenance including power shutdown & DR.
• Collaborate with internal and external parties to manage and resolve escalations efficiently, ensuring prompt and effective desktop support solutions.
• Ability to work collaboratively in a team environment and manage multiple tasks simultaneously.
• Leverage Office 365 tools internally to boost engagement and efficiency within the support team.
• Provide efficient desktop support across multiple locations, ensuring seamless remote assistance and issue resolution.
• Consistently meet and exceed key performance indicators (KPIs) to ensure high-quality desktop support and service delivery.
• Assist in desktop support projects, ensuring timely completion and alignment with organizational goals and objectives.

Ticket Management

Escalation Management

Inventory Management

Process & Policies

Prasant Sirohi