Key Responsibilities and AccountabilitiesServe as the first point of contact for users seeking technical assistance at the Tech Bar.Diagnose and resolve hardware and software issues on laptops, desktops, and mobile devices. Provide support for operating systems, applications, and network-related problems. Assist users with setting up and configuring IT equipment. Log and manage incidents and service requests using the IT service management system. Escalate complex issues to 2nd Line Support or relevant teams as needed. Maintain high customer service standards and ensure timely issue resolution. Educate users on best practices and provide guidance on IT-related queries. Perform daily checks on meeting rooms to ensure all AV technologies work and report any issues. Support VIP meetings and company events, ensuring AV and meeting rooms are prepared. Stay updated with the latest technology trends and updates. Participate in team meetings and contribute to continuous improvement initiatives, working closely with supervisors to meet and exceed service levels. Manage your own tasks within the technology team to meet business needs. Handle internal and external stakeholder management to resolve issues promptly. Create knowledge articles and processes to support the business. Conduct bi-weekly new customer inductions and keep induction materials current. Manage creation and decommissioning of customer accounts (JML). Communicate clearly and timely.Skills & AbilityProven experience in a customer-facing IT support role. Strong knowledge of Windows and macOS operating systems. Familiarity with common software applications and troubleshooting. Basic understanding of networking and IT infrastructure. Excellent problem-solving and communication skills. Ability to work independently and collaboratively. Strong organizational skills and attention to detail. Relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus.DesirableExperience in the insurance industry. Understanding of automation technologies.Education & QualificationsPreferably educated to degree level or holding relevant certifications (e.g., ITIL, Azure, Microsoft), though not essential.
Qualifications
Proven experience in a customer-facing IT support role.
Strong knowledge of Windows and macOS operating systems.
Familiarity with common software applications and troubleshooting processes.
Basic understanding of networking and IT infrastructure.
Excellent problem-solving and communication skills.
Ability to work both independently and collaboratively within a team.
Strong organizational skills and attention to detail.
Relevant IT certifications (e.g., CompTIA A+, ITIL) are an advantage.
Experience in the insurance industry.
Understanding of automation technologies.
Preferably educated to degree level.
Holding relevant certifications (e.g., ITIL, Azure, Microsoft) is advantageous but not essential
