IT Support Specialist

Core Responsibilities:

Ticket Management and Prioritization:

• Proactive Adoption of Ticketing System: Actively use the ticketing system for all support requests, ensuring no ad-hoc requests bypass the system. This directly addresses the "high volume of ad-hoc support requests" and "ticketing system is ineffective or unused" findings.
• Prioritization Adherence: Implement and adhere to a clear prioritization mechanism within the ticketing system (e.g., based on impact and urgency), moving away from simultaneously handling multiple issues without clear prioritization. This addresses "without a clear prioritization mechanism" and "No request prioritization."
• SLA Compliance: Strive to meet defined Service Level Agreements (SLAs) for ticket resolution, contributing to the establishment and enforcement of SLAs. This directly addresses "Absence of SLA enforcement."

User Support and Issue Resolution:

• First-Line Support: Provide first-line technical support for a wide range of IT issues, including printing, scanning, general hardware, software, network connectivity, and taxi drive access. This addresses the "high volume of ad-hoc support requests (e.g., printing issues, scanning problems, taxi drive access)" notice.
• Efficient Troubleshooting: Efficiently diagnose and resolve common IT issues, escalating complex problems to the IT Strategist when necessary.
• Reduce Avoidable Tickets: Actively identify recurring issues that could be resolved through automation or self-service, communicating these to the IT Strategist for strategic implementation. This directly addresses "many of which could be avoided through basic automation or a self-service knowledge base."

Knowledge Base and Documentation Contribution:

• Troubleshooting Guide Development: Actively contribute to and utilize the central documentation system by creating and updating troubleshooting manuals and Standard Operating Procedures (SOPs) for common issues. This directly addresses "No troubleshooting manuals or SOPs exist."
• Self-Service Promotion: Guide users on how to use the self-service knowledge base to resolve common issues themselves, reducing the reliance on direct IT intervention. This supports "Clear self-service instructions to reduce unnecessary IT calls."
• FAQ Content Creation: Provide content for IT support FAQs, contributing to the development of chatbots for IT support.

Communication and Collaboration:

• Asynchronous Communication: Prioritize communication through the ticketing system and email for status updates and issue resolution, minimizing reliance on real-time (phone-based) interactions. This addresses "Communication is inefficient, with excessive reliance on real-time (phone-based) interactions."
• Internal IT Collaboration: Collaborate effectively with the IT Strategist to share insights from day-to-day operations, contribute to strategic initiatives, and assist in implementing new technologies (e.g., automation, AI).
• ERP Liaison (Initial Phase): In the interim, act as a liaison for ERP issues, collecting necessary information before potential offloading to the ERP vendor.

Proactive Maintenance and Monitoring Assistance:

• Backup Verification (Daily/Weekly): Assist in verifying automated disk, database, and email/system backups to ensure their successful completion. This supports "The current backup strategy lacks scalability" and "Automate repetitive tasks."
• System Health Checks: Perform routine checks on IT systems (e.g., disk space, network connectivity) as guided by the IT Strategist to identify potential issues before they become critical.

Reporting and Performance Tracking:

• Ticket Data Input: Ensure accurate and timely input of all ticket data into the ticketing system to facilitate performance tracking. This will provide the necessary data for the "No KPIs are set to track IT performance" finding.
• Basic Reporting: Assist in generating basic reports from the ticketing system (e.g., number of resolved tickets, common issue types) for review by the IT Strategist