End User Support Specialist at Credit Direct Limited

Job Summary

• As an End User Support Specialist at Credit Direct Limited, you will be the primary point of contact for technical support related to Microsoft suites, assisting end-users with their hardware, software, and network-related inquiries.
• Your responsibilities will include troubleshooting and resolving technical issues specific to Microsoft Office applications, configuring user settings, and providing training and guidance to users.
• Your expertise in customer support and proficiency in Microsoft suites will play a critical role in ensuring a positive end-user experience and efficient IT operations.

Responsibilities

• Provide technical support and troubleshooting assistance to end-users regarding Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and Teams.
• Assist end-users in installing, configuring, and maintaining Microsoft Office suite applications.
• Troubleshoot and resolve hardware, software, and network-related issues specific to Microsoft Office applications.
• Set up and configure user accounts, permissions, and access levels in Microsoft suites according to company policies and procedures.
• Collaborate with IT teams to escalate complex Microsoft suite issues and coordinate resolutions to minimize downtime and disruption to end-users.
• Document and maintain accurate records of support requests, actions taken, and solutions provided using a ticketing system.
• Develop and deliver training materials and conduct user training sessions to enhance end-users' proficiency in Microsoft Office applications.
• Stay updated with the latest features, updates, and best practices in Microsoft suites to provide proactive support and recommend improvements.
• Assist in the procurement and inventory management of Microsoft licenses and software updates.
• Contribute to the development and improvement of IT policies, procedures, and knowledge base articles related to Microsoft suites to enhance the end-user support experience.
• Collaborate with cross-functional teams to identify recurring Microsoft suite issues and propose long-term solutions to improve system stability and reliability.

Job Requirement

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Proven experience as an End User Support Specialist or in a similar technical support role with expertise in Microsoft Office applications.
• Strong knowledge of Microsoft Office suite applications, including Word, Excel, PowerPoint, Outlook, and Teams.
• Familiarity with troubleshooting hardware and software problems related to Microsoft suites, including installations, configurations, and compatibility issues.
• Experience in diagnosing and resolving issues specific to Microsoft Office applications.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts related to Microsoft suites to non-technical users.
• Strong customer service orientation, with the ability to remain patient and professional while assisting end-users.
• Ability to work well in a fast-paced, team-oriented environment.
• ITIL Foundation certification is a plus.

Person Specification

• Strong attention to detail and a commitment to providing high-quality technical support.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues specific to Microsoft suites.
• Strong interpersonal skills and the ability to establish rapport with end-users and collaborate effectively with cross-functional teams.
• Proactive and self-motivated, with the ability to prioritize tasks and manage time effectively.
• Flexibility and adaptability to changing priorities and business needs.
• A passion for learning and staying up-to-date with the latest features and updates in Microsoft Office applications.