أخصائي خدمات المستخدمين في الموقع
تفاصيل الوظيفة
As an IT Onsite Support Specialist, you will drive exceptional end-user IT experiences by managing second-level onsite support services across complex PC and Mac environments. In this role, you will lead operational service delivery, ensure adherence to ITIL best practices, and partner with key stakeholders to deploy innovative digital workplace solutions. You will play a pivotal role in ensuring that our teams are equipped with seamless, modern technology to deliver meaningful outcomes for patients.
Your Responsibilities
- Manage Onsite IT Operations: Oversee second-level incident resolution and request fulfillment in line with ITIL standards, maintaining target SLAs and delivering top-tier customer satisfaction ratings.
- Enhance Digital User Experience: Support site events, meetings, and workplace technologies (collaboration suites, web conferencing, and AV equipment) to promote technology adoption and best practices.
- Lead Local & Regional IT Deployments: Deliver local and regional workplace, network infrastructure, client hardware, and employee experience projects, tracking adoption and success metrics.
- Manage Vendors & Service Delivery: Oversee third-party vendors and service providers, conducting regular service reviews and managing contracts to ensure high-quality service delivery.
- Drive Strategic Communication & Adoption: Execute clear communication strategies for IT services and projects, coordinating user onboarding to ensure new hires maximize value from IT tools.
- Foster Business Continuity & Compliance: Partner with business stakeholders to support Business Continuity activities while ensuring all operations comply with global IT standards.
Who You Are
You are an agile, outcome-oriented IT professional who brings a customer-centric mindset and strong technical curiosity. You thrive in collaborative, fast-paced environments and excel at translating technical solutions into clear, non-technical language for stakeholders.
Desired Candidate Profile
- Education & Professional Background: Bachelor s degree in Computer Science, Engineering, or a related discipline (or equivalent practical IT experience).
- Technical Support Expertise: 3 to 5 years of hands-on experience providing onsite or remote technical support in combined PC and Mac environments.
- Service Management & ITIL: Solid working knowledge of ITIL Incident Management processes and experience using ticketing tools (e.g., ServiceNow).
- Infrastructure & Collaboration Systems: Good understanding of networking concepts (TCP/IP, Wireless, Ethernet), audio-visual systems, web conferencing, and modern productivity ecosystems.
- Stakeholder & Project Capabilities: Proven ability to manage vendors, lead implementation projects, and communicate effectively with diverse technical and non-technical teams (Agile/SCRUM experience or certification is a plus).
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