IT Specialist
The Information Technology Solutions Center (ITSC) Specialist serves as the first point of contact for Synthomer's PC user community.
You are responsible for providing technical and troubleshooting support related to computer hardware, software, networking and mobile devices.
By partnering with end-users and technology groups, you ensure all incidents are analyzed, resolved, and reported back in accordance with established Service Level Agreements (SLAs).
This role reports into the IT Manager - Customer & Process Excellence and works in a highly collaborative team-based environment to provide exceptional customer service and results to all customers.
What you will own in this role:
Intake and provide technical assistance for incoming support requests (via email, phone or walk-in) in a professional, courteous and helpful manner Troubleshoot and resolve issues related to computer software or hardware, networking or mobile devices in a timely and effective manner; conduct full and thorough diagnostics with end users to enable first call resolution; escalate advanced issues as required Accurately document reported incidents and issues in the help desk management software system, including appropriate categorization and prioritization Maintain appropriate ongoing and proactive communication with customers throughout the issue resolution process Create and foster a positive, helpful and effective user experience.
Ensure and confirm that issues are resolved to the customer's satisfaction Continuously develop individual knowledge and troubleshooting skills to improve issue resolution speed and quality What you have already achieved:
Must posses excellent interpersonal, written and verbal communication skills Demonstrated analytical and problem solving skills Conveys a warm, friendly and confident presence in-person and over the phone Demonstrated ability to work effectively with all levels of the organization.
Experience using help desk ticketing software and experience with Mac and iOS platforms A minimum of 1 year experience in an IT Help Desk support role Direct experience with incident troubleshooting and escalation Experience or familiarity with mobile device management and/or AV communication systems Why Synthomer?We are ambitious!We have grown significantly - both organically and inorganically.
We are a FTSE 250 listed company, 22% of our revenue comes from newly commercialized products, and we're recognized in the top-quartile for chemicals manufacturing safety.
We believe in high challenge, high support!We are keen to let you contribute in real roles from day 1.
We expect a lot, but offer a lot, too.
This includes onboarding, induction and learning events, networking opportunities, mentoring and personal development planning.
So, be up for an inspiring long-term career adventure.
We personalize our approach to development!At Synthomer, you won't find generic career tracks or development programs but rather a one-size-fits-one approach to employee development.
We'll partner with you to ensure you have the right experiences that build your capabilities and accelerate your career growth.
Recommended Skills Analytical Communication Confident And Emotionally Stable Customer Service Diagnostic Skills Friendliness Estimated Salary: $20 to $28 per hour based on qualifications.
You are responsible for providing technical and troubleshooting support related to computer hardware, software, networking and mobile devices.
By partnering with end-users and technology groups, you ensure all incidents are analyzed, resolved, and reported back in accordance with established Service Level Agreements (SLAs).
This role reports into the IT Manager - Customer & Process Excellence and works in a highly collaborative team-based environment to provide exceptional customer service and results to all customers.
What you will own in this role:
Intake and provide technical assistance for incoming support requests (via email, phone or walk-in) in a professional, courteous and helpful manner Troubleshoot and resolve issues related to computer software or hardware, networking or mobile devices in a timely and effective manner; conduct full and thorough diagnostics with end users to enable first call resolution; escalate advanced issues as required Accurately document reported incidents and issues in the help desk management software system, including appropriate categorization and prioritization Maintain appropriate ongoing and proactive communication with customers throughout the issue resolution process Create and foster a positive, helpful and effective user experience.
Ensure and confirm that issues are resolved to the customer's satisfaction Continuously develop individual knowledge and troubleshooting skills to improve issue resolution speed and quality What you have already achieved:
Must posses excellent interpersonal, written and verbal communication skills Demonstrated analytical and problem solving skills Conveys a warm, friendly and confident presence in-person and over the phone Demonstrated ability to work effectively with all levels of the organization.
Experience using help desk ticketing software and experience with Mac and iOS platforms A minimum of 1 year experience in an IT Help Desk support role Direct experience with incident troubleshooting and escalation Experience or familiarity with mobile device management and/or AV communication systems Why Synthomer?We are ambitious!We have grown significantly - both organically and inorganically.
We are a FTSE 250 listed company, 22% of our revenue comes from newly commercialized products, and we're recognized in the top-quartile for chemicals manufacturing safety.
We believe in high challenge, high support!We are keen to let you contribute in real roles from day 1.
We expect a lot, but offer a lot, too.
This includes onboarding, induction and learning events, networking opportunities, mentoring and personal development planning.
So, be up for an inspiring long-term career adventure.
We personalize our approach to development!At Synthomer, you won't find generic career tracks or development programs but rather a one-size-fits-one approach to employee development.
We'll partner with you to ensure you have the right experiences that build your capabilities and accelerate your career growth.
Recommended Skills Analytical Communication Confident And Emotionally Stable Customer Service Diagnostic Skills Friendliness Estimated Salary: $20 to $28 per hour based on qualifications.
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