Description:
As an IT Digital Support Specialist, you will be responsible for ensuring the effective delivery of IT services across the organization. You will work closely with internal teams and business stakeholders to maintain high service standards, manage incidents and requests, support IT operations, and drive continuous service improvement initiatives.
This role is ideal for a proactive IT professional who thrives in a fast-paced environment and enjoys solving technical challenges while providing excellent customer service.
Key Responsibilities
IT Operations & Service Delivery
- Coordinate with IT teams to ensure seamless service delivery and timely resolution of technical issues.
- Manage and monitor IT incidents and service requests in line with established procedures and SLAs.
- Ensure technical documentation for supported systems and services is accurate and up to date.
- Investigate, troubleshoot, and resolve system and service-related issues while maintaining proper documentation.
- Provide feedback to IT management on recurring system issues and user challenges to support service enhancement.
- Identify opportunities for process optimization and continuous service improvement.
- Recommend best practices and enhancements based on performance analysis and business needs.
Stakeholder & User Support
- Lead communication and coordination for Level 1 support tickets across departments.
- Ensure logs, reports, and support documentation are maintained in accordance with company policies.
- Support employees in understanding IT and information security policies and procedures.
- Serve as the primary point of contact for user inquiries, escalations, and feedback.
- Build strong relationships with stakeholders and ensure service delivery aligns with business requirements.
- Conduct regular service review meetings and identify opportunities to enhance the user experience.
Qualifications & Requirements
Education & Certifications
Essential
- Bachelor's Degree in Information Technology, Computer Science, or a related field.
- ITIL Certification.
- CCNA Certification.
- Microsoft Certified Professional (MCP).
Preferred
- MBA.
- Project Management Certification (Agile and/or Waterfall methodologies).
- ISO 27001 Certification.