So, what are the main responsibilities of a聽User Support Specialist聽in Netcompany?聽
As part of our collaboration with Frontex, we is supporting the Digital Services Unit in delivering 1st line ICT support and end-user IT services. We are looking for a User Support Specialist (USS) to provide technical assistance, workplace technology support, and incident management for Frontex users in a 24/7/365 operational environment.
As a聽User Support Specialist,聽you will,
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Provide high-quality technical assistance and support to internal and external users through multiple channels (self-service portal, phone, email, and in-person).
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Receive, analyze, troubleshoot, and resolve simple to complex service requests and incidents, proposing effective workarounds where required.
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Escalate unresolved or specialized issues to domain-specific support teams in accordance with established procedures.
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Deliver clear user guidance, advice, and recommendations to ensure effective use of digital workplace services.
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Prepare and maintain the digital workplace by configuring, installing, replacing, and distributing end-user equipment (e.g., laptops, screens, peripherals).
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Execute digital workplace improvement initiatives and projects, including large-scale equipment refresh and replacement activities.
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Contribute to continuous service improvement by developing and maintaining knowledge base content and supporting process optimization.
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Ensure a positive customer experience while working in a 24/7 operational environment and performing other duties as assigned by the supervisor.