Information Technology Support Specialist

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Position :

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Summary:

The IT Service Desk & Asset Management Coordinator is responsible for the efficient operation of the IT Service Desk and the effective management of the organization IT assets. This role involves providing exceptional technical support to end-users, ensuring timely resolution of IT issues, and maintaining accurate records of IT assets throughout their lifecycle. The coordinator will also be responsible for developing and implementing IT asset management strategies, ensuring compliance with software licensing agreements and regulations, and managing vendor relationships. The IT Service Desk & Asset Management Coordinator will support the Core office and School IT Service desk activities and report to the IT Manager.

Responsibilities:

Service Desk Management:

• Act as the single point of contact for users seeking IT support.
• Process incoming service requests from clients (via telephone, email, and other means).
• Answer all incoming telephone calls on the Service Desk support line.
• Create service tickets using the SNS ticketing system.
• Assess ticket resolution timeframe and coordinate resolution schedule with clients.
• Assign tickets to the appropriate SNS technical staff for resolution.
• Provide regular updates to users regarding resolution and progress status.
• Follow up with SNS technical staff to assess and promote ticket resolution – escalate
• tickets to other technical resources as needed to ensure successful and timely ticket resolution.
• Close tickets using the SNS ticketing system.
• Follow up with users to assess user satisfaction.
• Daily assessment of outstanding tickets and follow-up with SNS technical staff.
• Communicate schedule changes to users as needed.
• Communicate with users as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Ensure fast turnaround of user requests.
• Create monthly ticket reports for users.
• Improve user service, perception, and satisfaction.
• Improve productivity of SNS IT technical staff.
• Assist in the user equipment purchase process (create purchase request orders and follow-up for approval; order equipment).
• Assist as needed in the creation of reports for billing purposes.

IT Asset Management:

• Develop and implement an IT asset management strategy, including policies and procedures for asset acquisition, deployment, maintenance, and disposal.
• Maintain accurate records of IT assets, including inventory, location, and status.
• Develop and manage the IT assets budget, including procurement, maintenance, and disposal costs.
• Manage vendor relationships, including drafting contracts and service level agreements.
• Collaborate with the procurement team to develop and maintain relationships with IT partners and to negotiate contracts and service level agreements.
• Work with the procurement team to develop specifications and requirements for IT assets to ensure they meet the organization needs and standards.
• Track IT asset orders and deliveries to ensure they are received on time and in accordance with the organization requirements.
• Work with the procurement team to ensure compliance with procurement regulations.
• Provide guidance and support to the procurement team on IT asset-related matters, including vendor selection, specifications, and requirements.
• Collaborate with other IT teams to ensure assets are deployed and configured properly.
• Ensure compliance with software licensing agreements and regulations.
• Develop and maintain relationships with key stakeholders, such as executive leadership, users, and regulatory bodies.
• Develop and maintain policies and procedures for IT asset security and access control.
• Develop and maintain policies and procedures for IT asset lifecycle management, including disposal and replacement.
• Provide regular reports to management and stakeholders on IT asset management activities and performance.

Technical Knowledge and Experience

• Basic knowledge in desktop, network support, troubleshooting in a Microsoft, Apple environment and Linux is a plus
• Must have experience in using basic software applications such as Microsoft OS, Microsoft Office (Word, Excel, Outlook, etc.…), and Help Desk or Service Desk ticketing systems.
• Strong organizational and communication skills.

Qualifications:

• Bachelor’s degree or equivalent experience.
• ITIL Certification is a must.