User Support Specialist

Company Description

Arηs Group, Part of Accenture, specializes in the management of complex public sector IT projects, including systems integration, informatics and analytics, solution implementation and program management. Our team helps lead clients through digital and information systems design, bringing expertise in a variety of areas ranging from software development, data science and security management to machine learning, cloud, and mobile development.
Arηs Group was acquired by Accenture in July 2024. 

Job Description

• Providing high quality technical assistance and support services for both internal and external users
• Processing simple and complex service requests and incidents reported via self-service portal, phone, e-mail or in person
• Proposing workarounds, troubleshooting and analysing reported incidents
• Escalating reported issues to domain specific support lines if necessary
• Providing user guidance and advice
• Contributing to knowledge base development
• Contributing to support service improvement
• Creating a positive customer experience
• Preparing digital workplace: configuring, installing, replacing and distributing end user equipment (laptops, screens etc.)
• Executing digital workplace improvement projects eg. mass replacements of end user equipment (laptops, screens etc.)
• Other specific duties as assigned by supervisor

Qualifications

• Bachelor' s degree plus 4 of relevant experience.
• Good knowledge of English equal to C1 according to CERF.
• Excellent practical knowledge of:

1. IT end users infrastructure (workstations, printers, peripherals etc.)
2. workstations’ operating systems
3. identity management
4. networking
5. complex information systems and their interoperability
6. M365 cloud services
7. ITIL, especially incident and request fulfilment processes
8. using ITSM solutions

• Excellent communication skills (in written and verbal communication)
• Open minded, excellent troubleshooting, analytical and problem solving skills
• Very strong sense of responsibility
•  Accuracy and attention to details
• Sense of tact and diplomacy
• Friendly, supportive and helpful personality with co-operative and service oriented attitude
• High level of initiative and ability to work in stressful environment with minimal supervision
• High level of motivation and initiative

Additional Information