About this role
Job Description Responsibilities:
• Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software Provides technical support to teams within the organization, and to external clients when required
• Assists with systems integrations Manages ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
• Maintains and updates technical documents and procedures Identifies and resolves technical issues
• Manages coordination at a local and international level where required Delivers regular and customized training to teams within the business
• Prepares maintenance plans and upgrades schedules for the organization?s systems
• Develops reports for teams across the business
General Skills:
• Experience providing expertise and technical knowledge about a specified application or suite of applications
• Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets as necessary
• Experience training end users on a variety of applications and creating documentation when necessary
• Experience responding to end-user requests by troubleshooting issues or questions regarding managed applications
• A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience
• Intimate knowledge of an organization?s computing systems
• Ability to explain complex ideas to those with limited IT and systems knowledge
• Exceptional verbal and written communication skills
• Listening ability and patience
• Extraordinary customer service and relationship management experience
• Critical thinking skills
Requirements Experience and Skill Set Requirements:
Must Haves:
• Demonstrated prior experience in a help desk role, supporting end users in resolving IT or website related issues
• Demonstra