IT Specialist - Support Centralized

Purpose

IT Specialist - Support Centralized provides centralized first-line IT support for users across the Ben Line office network. The role is responsible for receiving, triaging, resolving, and coordinating incidents and service requests, ensuring timely, consistent, and professional IT support through ITSM tool.

Responsibilities

1.     First-Line IT Support

• Provide centralized first-line IT support for end users, including user accounts, Microsoft 365 basic support, applications, email, endpoint devices, and common technical issues.
• Receive, log, triage, prioritize, troubleshoot, and resolve incidents and service requests through ITSM tool in accordance with Group standards, ITSM processes, SLA, and escalation procedures.
• Maintain clear communication with users, provide timely updates, confirm issue resolution, and escalate unresolved or specialized issues to the appropriate support teams.
• Maintain support documentation and contribute to the IT knowledge base.
• Identify recurring issues and recommend improvements to enhance service quality and user experience.

 2.     Coordination with Group Tech

• Coordinate with Group Tech teams to investigate, resolve, and follow up on incidents and service requests.
• Share user feedback, recurring issues, and improvement opportunities to support continuous service improvement.
• Support operational activities and service improvements when required.

3.     Service Operations

• Monitor and manage assigned tickets to ensure timely response, resolution, and SLA compliance.
• Follow Group standards, documented procedures, and ITSM practices to deliver consistent IT support services.
• Participate in knowledge sharing, training, and continuous improvement initiatives.

Scope: Provide centralized first-line IT support for end users across the Ben Line office network, ensuring effective ticket triage, incident and service request management, SLA compliance, and consistent service delivery through ITSM tool.

Number of Direct Reports: 0

Qualifications:

• Diploma or Bachelor's degree in Information Technology, Computer Engineering, or a related field.
• ITIL Foundation certification is an advantage.

Skills

• Strong customer service, communication, and remote troubleshooting skills.
• Good problem-solving skills in troubleshooting Windows, Microsoft 365, web-based business applications, endpoint devices, and common hardware and software issues.
• Ability to use AI tools effectively to support troubleshooting, problem-solving, and daily IT support tasks.
• Ability to understand user needs and communicate effectively in English.

Experience

• 3+ years of experience in IT Service Desk, Helpdesk, or remote support.
• Experience working in a ticket-based and SLA-driven environment.
• Experience supporting multi-location or international users is an advantage.

Behaviour

• Service-oriented, reliable, and responsive.
• Able to work independently while collaborating effectively with Group Tech teams.
• Detail-oriented with good documentation and communication skills.