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IT User Support Specialist
Ref No.: 18-00072
Location: New York, New York
Office IT Specialist

Position overview

The Office IT Specialist facilitates and delivers IT support services to corporate colleagues. S/he builds and maintains excellent relationship with internal customers and acts as a trusted advisor and as the go-to person for IT-related topics and support requests.

In order to provide 1st-class customer service resulting in high customer satisfaction, the individual liaises with global IT support teams to troubleshoot and resolve technical issues as well as collaborate closely with IT colleagues to ensure optimum utilization of office technology, timely introduction of company standard IT products, and cost-effective IT solutions.


Performance objectives

The following are the performance objectives for this position. In assessing competency and fit, role holders will be benchmarked against these standards.
  • Act as the local IT interface to help internal colleagues with technical or administrative IT requests, e.g., install, configure, maintain and dispose user hardware, liaise with global IT support teams to troubleshoot and resolve technical problems.
  • Build and maintain a strong network of office and global IT colleagues
  • Follow professional IT administration practices, e.g., create and update trouble tickets in a timely manner, link them to global problems, quickly identify / create pertinent knowledge objects to speed user repair for self/others, track all asset management activities.
  • Work collaboratively with cluster & regional IT leadership and Global company IT to ensure optimum utilization of office technology, timely introduction of Firm standard IT products, and cost-effective IT solutions.
  • Proactively manage support issues, e.g., identify service gaps, make process change recommendations to improve productivity, identify end-user support trends, and develop and document solutions.
  • Facilitate the adoption of new technology and IT support services in the office, e.g., provide hands-on user training for IT products & services (iOS or Windows platforms, mobile solutions, Box, VcNow, etc.) as needed.
  • Identify, collect and report back on IT support, product, and adoption related improvement areas and opportunities
  • Support on-site meetings and events, incl. special IT requests from client teams or offices
Skills and Experience
  • Intrinsic desire and communicative talent to build trusted rapport with customers and colleagues
  • Ability to clearly understand customer needs, gain their confidence, ensure requests are completed to their satisfaction
  • Knowledge of corporate IT solutions portfolio (Windows & Office products, messaging platforms, mobile solutions, iOS platform, etc )
  • Ability to solve problems and analyze situations, i.e. dissect requests, prioritize them appropriately, and identify trends and patterns
  • High aptitude for learning on the job and look for continuous improvement and personal growth
  • Ability to work effectively under pressure and with minimal supervision
Prerequisites
  • Academic degree, preferably in a technical subject or equivalent education
  • Min. 2 years relevant technical experience, ideally in a professional services environment
  • English on C1 level or other local language proficiency would be a plus
  • Very strong communications and presentation skills. High aptitude for customer service.