IT Customer Service Representative

As an IT Customer Support Analyst, the candidate should be responsible for ensuring all incidents and outages are closed in a timely manner, properly documented, tracked, and resolution occurs. Provide technical assistance to the leadership team. This role requires a combination of technical expertise, excellent communication skills, and the ability to prioritize tasks effectively. Roles & Responsibilities: - Manage Incident, Issues and Outage management, Investigation, and restoration. - Collaborate with cross-functional teams to ensure timely resolution of issues. - Ensure compliance with IT policies, procedures, and standards are followed. - Provide technical assistance and support to the leadership team members for tablets, smartphones, network-related and other peripheral devices. - Diagnose and resolve technical problems promptly, ensuring minimal disruption to the workflow of the leadership team. - Stay informed about emerging technologies and trends in IT support. - Proactively identify opportunities to improve processes, systems, and tools to enhance the efficiency of IT support. - Coordinate with external vendors and service providers for hardware/software procurement, maintenance, and support as needed. - Provide operational support role in a multi-shift 24/7 and should be able to work across various shifts. Professional & Technical Skills: - Must To Have Skills: Proficiency in Microsoft Windows & Cloud Management. - Good To Have Skills: Experience with Desktop Transformation, Microsoft 365, and Network Infrastructures. - Strong understanding of IT Operations and Service Management. - Knowledge on ITIL processes and methodologies. - Strong knowledge of hardware, software, and networking concepts. - Experience with incident, problem and change management processes. - Knowledge of IT policies, procedures, and standards. - Excellent communication and Collaboration skills. - Proven experience in providing technical support in a corporate environment, preferably supporting executive-level staff. - Ability to prioritize and manage multiple tasks in a fast-paced environment. - Familiarity with IT security best practices and data privacy regulations. - Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), Cloud, or Cisco Certified Network Associate (CCNA) are a plus. - Strong problem-solving skills and a customer-centric approach to IT support. - Proficiency in troubleshooting technical issues and providing timely solutions. Qualifications: - Candidate should have a minimum of 4+ years of experience in Microsoft Windows & Cloud Management. - The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful IT solutions. - Work from Office & in multiple Shifts.