IT Support Specialist

Job Description

Job Description

Immediate opening for IT Support Consultant, must be familiar in working in Help Desk Ticket System

Will be the North America contact with the Global IT team 6 month contract with opportunity to convert to full time.

THe IT Support consultant plays a crucial role in ensuring seamless, localized IT service delivery to meet the specific needs of the business. Positioned as a key interface between the local business and IT services, the RSC works closely with business stakeholders to align IT support with operational goals. This role emphasizes proactive engagement with the business, driving service improvements, resolving issues through escalation when needed, and ensuring that IT services enhance business performance.

Key Responsibilities:

1.       Regional Coordination:

a.       Take ownership of incident and request resolution using ServiceNow for in-scope technologies.

b.       Coordinate non-technical tasks with site contacts, including translation when necessary.

c.       Liaise with 3rd parties or technical experts for technical tasks, ensuring regional language alignment.

d.       Collaborate with Global Network & EUC Service Owners on regional network & EUC incidents/changes.

e.       Oversee non-technical site elements of IT incidents/problems/changes in coordination with Workplace leads.

2.       Regional Supplier Management:

a.       Manage local 3rd party suppliers for technical support, handling contracts, procurement, invoices, and performance.

3.       VIP Support:

a.       Deliver high-level IT support to VIPs, ensuring a 'white glove' service experience.

b.       Liaise with central teams for escalated support needs.

4.       Governance and Coordination:

a.       Track Site-SPOC deliverables and ensure daily governance adherence.

b.       Coordinate with Local IT teams, managing escalations and partnerships with business and project teams.

5.       Business Partnership and Project Teams Coordination:

a.       Collaborate closely with Business Partnership and Project Teams to align IT services with business objectives.

b.       Coordinate IT services to support project requirements and ensure timely delivery aligned with project milestones.

6.       Audio-Visual Equipment Support:

a.       Perform routine room checks and preventative maintenance for meeting rooms and collaboration spaces.

b.       Troubleshoot AV-related incidents, maintain devices, manage contracts, and ensure technological alignment.

7.       IT Peripherals Management:

a.       Ensure standard issue devices at desks, maintain stock, troubleshoot technical issues, and manage compatibility and setup.

8.       Multi-function Printers Management:

a.       Daily checks, troubleshooting, maintenance, and configuration support for printers.

9.       Laptop Management:

a.       Validate and manage laptop inward processes, escort IT Field Service Engineers, handle audits, and oversee laptop allocation, return, and replacement procedures.

10.   Hardware Disposal and Field Service Engineer Support:

a.       Manage hardware disposal, assist Field Service Engineers, and ensure a smooth working environment for on-site engineers.

Required Skills and Qualifications:

·         Bachelor's degree in IT or related field preferred.

·         Experience in IT operations or technical support.

·         Proficiency in ServiceNow or similar IT service management tools.

·         Strong communication and coordination skills.

·         Ability to manage multiple tasks with attention to detail.

Vendor management and contract handling experience is advantageous