🎧 Professional in digital support

Responsibilities:

o Providing digital support required by businesses of all sizes and in all sectors
o Identifying the difference between digital application requirements and digital service requirements of users:
ㅤ▪ Digital application requirements:
ㅤㅤ• Supply of software
ㅤㅤ• Troubleshooting application issues
ㅤㅤ• Storage quota
ㅤ▪ Digital service requirements:
ㅤㅤ• Information and data access
ㅤㅤ• Loaning of equipment
ㅤㅤ• Helpdesk support
ㅤㅤ• Multi-platform support
o Supporting business needs with appropriate digital services (for example hardware and software)
o Providing digital service by supporting end users to access and operate systems
o Providing 1st line desk side and remote technical support for computer hardware or software for internal and external customers
o Communicating digital support updates and scheduled system changes to end users
o Training end users on new digital applications and systems
o Maintaining an up-to-date asset register and configuration management database
o Incident response, resolution and problem management
o Escalation of issues to technical and external support
o Working to relevant legislation, standards and industry best practice
o Updating and maintaining a knowledge base with known fixes and procedure documentation
o Use of service management tools and systems to maintain efficiency and effectiveness through good practice processes and procedures

Job roles:

o 1st line support analyst
o Helpdesk analyst
o Service desk analyst
o Support desk analyst
o IT support technician
o Desktop support technician
o Digital applications support specialist

Skills:

o Analytical thinking and problem solving
o Using logging systems, digital monitoring and diagnostic tools
o Prioritisation of tasks and workload
o Communicating effectively with technical and non-technical users
o Active listening
o Collaboration and working as part of a team
o Customer service skills
o Continuous learning, improving and upskilling