IT Service Specialist

WHY THIS ROLE IS IMPORTANT TO US

The IT Service Specialist is the first point of contact for all IT-related inquiries and issues reported via phone and ticketing system, providing remote support to employees. The role focuses on resolving issues related to hardware, software, and networks, managing IT requests, and delivering high-quality assistance to ensure efficient everyday operations. The IT Service Specialist plays a critical role in maintaining and improving the efficiency of IT services. Your goal will be to deliver top-notch service, ensuring users can continue their work with minimal disruption.

WHAT YOU WILL BE RESPONSIBLE FOR

• Provide advanced and positive technical support experience through handling concerns in a highly professional manner, acting as the first point of contact for IT support via phone, and ticketing system. Diagnose and resolving hardware, access, software and network issues.
• Escalate complex problems to 2nd line teams or specialists when necessary.
• Record, track, and manage all incidents and requests using the ITSM system.
• Prioritize and resolve tickets within a timely manner.
• Provide guidance to employees on IT policies, tools, and best practices to ensure a secure and efficient IT environment.
• Assist with account creation, password resets, and access permissions in accordance with security protocols.
• Maintain and update the Service Desk knowledge base with accurate troubleshooting guides and FAQs.
• Contribute to creating self-service resources for end users.
• Work closely with other IT teams to coordinate and resolve complex issues.
• Communicate effectively and professionally with non-technical users to explain technical concepts and solutions.
• Provide feedback to IT management regarding recurring issues and potential improvements.
• Follow ITIL processes to ensure service delivery meets company standards.
• Contribute to continuous improvement initiatives within the IT Service Desk.

WHAT WE VALUE

Most importantly, you can see yourself contributing and thriving in the position described above. How you gained the skills needed for doing that is less important. We expect you to be good at several of the following and be able to - and interested in - learning the rest:

• 4+ years of experience in an IT Service Desk or similar technical support role, providing support across cultures and time zones.
• Familiarity with ITSM tools such as JIRA, ServiceNow, Remedy.
• Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive, etc), User Account Management, Virtual Machines, VPNs, Azure, Security Rights, Shared Folder, remote access technologies, network infrastructure and internal business applications.
• Proficient understanding of Windows OS, and basic networking.
• Proficient problem-solving skills and the ability to diagnose and resolve both hardware and software issues remotely.
• Goal-oriented, with the ability to work independently and collaboratively in a team environment.
• Clear and effective communication skills, both verbal and written, and a customer-focused attitude.
• Commitment to a professional work ethic, including respectful workplace interactions.
• Knowledge of ITIL framework.
• Amenable to work on shifting schedules (APAC, EMEA, AMERICA).

BENEFITS

SimCorp offers several benefits that might play a significant factor in considering whether to accept a job offer. Since SimCorp operates in 30+ offices worldwide, the benefits package may vary from country to country. In addition to the traditional benefit scheme, we provide a good work & life balance and opportunities for professional development: there is never just only one route - we offer an individual approach to professional development to support the direction you want to take. Visit our career pages to learn more about working at SimCorp: www.simcorp.com/career

NEXT STEPS

Please click the “Apply” button to learn more about the vacancy and what SimCorp has to offer regarding salary, benefits, and perks. Please note only applications sent through our system will be processed. Applications are continuously assessed, so please send your CV in English as soon as possible. If you are interested in being part of SimCorp but are not sure this role is a good match, submit your CV anyway. SimCorp is on an exciting growth journey, and our Talent Acquisition Team is ready to help you discover the right role for you. The approximate time to consider your CV is three weeks. We are eager to continually improve our talent acquisition process and make everyone’s experience positive and valuable. Therefore, during the process we will ask you to provide your feedback, which is highly appreciated.