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

User Support Specialist