Client Services Technical Support Specialist US - IGTPH

About the Role:

The Client Services Technical Support Specialist plays a critical role in maintaining the efficiency and effectiveness of IT service delivery by supporting the IT Service Management processes and ensuring that service requests, incidents, changes, and problems are handled in accordance with best practices. This position is responsible for working closely with client success and IT teams to manage tickets and contribute to process improvements.

Qualifications:

• Graduate of BS in Information Technology, Computer Science, or any related field
• Minimum of 2 years of experience in IT Service Management, IT Support, or any similar role
• Strong understanding of ITIL best practices and core ITSM processes (Incident, Problem, Change, and Service Request Management)
• Proficient in Microsoft Office Suite and IT Infrastructure
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users with CRM and analytics tools (e.g., Salesforce)
• Strong analytical and troubleshooting skills
• Strong critical thinking and problem-solving skills
• Must be willing to work in a hybrid arrangement, on a night shift schedule, and in weekends

Preferred Attributes:

• ITIL Foundation certification or higher
• Familiarity with reporting tools like Power BI, Tableau, or similar platforms
• Experience in a large enterprise environment with a focus on managing large-scale ITSM implementations
• Knowledge of other IT support tools, such as Jira Service Management.

Responsibilities:

• Manage, track, and resolve incidents in a timely manner. Ensure that incidents are appropriately categorized, prioritized, and escalated based on impact and urgency;
• Ensure alignment with SLAs and user requirements;
• Assist in identifying root causes for recurring issues and work with the business and technical teams to prevent incidents from recurring;
• Develop and maintain a knowledge base by documenting resolutions to common issues and ensuring users have access to up-to-date, helpful articles and solutions;
• Assist in the creation of reports, dashboards, and KPIs to measure service performance and identify trends or areas for improvement;
• Provide training to the business to ensure best practices for submitting tickets.
• Demonstrate professionalism; and
• Perform other job-related duties as necessary, and ability to work additional hours as needed.