Ict Specialist

**Overview**:
Since our founding in 1994, Prosci has been laser-focused on change. By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR® model, we’ve helped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya, our AI change management coach.

At Prosci, we are a purpose-driven organization full of passionate, curious, and results-oriented people. Working at Prosci means being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right. Join us and be part of a culture that thrives on continuous learning, growth, and making a difference.

The ICT Specialist position is responsible for providing frontline and 2nd level technical support to end users, managing incident resolution and ensuring adherence to ITIL best practices. This role requires a deep understanding of incident management & SLA adherence, knowledge of workflows and the ability to efficiently handle ICT issues while maintaining high levels of customer satisfaction of Prosci’s technological infrastructure and supporting both the technical and people sides of ICT implementations. The ICT Specialist will develop deep knowledge and understanding of Prosci’s systems and will also provide first-line triage support to users experiencing hardware, software or network issues, while maintaining a customer centric focus.

**Key Responsibilities**
- Perform tech support -Diagnosing and resolving escalated technical issues with telephone, software, computers, printers, and other peripheral devices. Follow the organization's incident management process to log, categorize, prioritize, and track incidents using (ITSM) tools.
- Ensure incidents are resolved within agreed service level agreements (SLAs) by handling more complex problems and providing oversight.
- Perform routine maintenance on hardware and coordinate repairs or replacements as needed.
- Maintain an inventory of all ICT hardware and software including assisting management with tracking warranties and licenses.
- Set up and configure new hardware, including computers, printers and networking equipment.
- Research and recommend new software comparing to alternatives as directed.
- Maintain detailed Technical Documentation of systems, process and configurations.
- Create, format and export documents for professional print, or to be more interactive.
- Document solutions to common issues in the knowledge base for use by the service desk team.
- Assist in the creation and maintenance of service desk reports, tracking (KPIs) and metrics.
- Responsible for Asset management HAM & Procurement of computer hardware as included in the Prosci Active Directory environment.
- Respond to security incidents, investigate breaches and implement measures through procedures to prevent future occurrences.
- User Account, Distribution Group, Shared mailbox, Teams Management: Create, modify, delete user accounts and manage permissions and access.
- Support and enforce security policies to protect the organization’s data from unauthorized access and breaches.

**Requirements**:
**Competencies**
- **Communicates Effectively **- ability to communicate with non-technical users, explaining technical solutions in a clear and understandable manner, Excellent oral and written communication skills. Communicate effectively with users and stakeholders on incident status, expected resolution times.
- **Customer Focused **- Strong focus on delivering a positive customer experience by being empathetic and patient when dealing with user issues.
- **Action Oriented** - Flexibility to meet continuously changing priorities and challenges
- **Optimizes Work Processes** - Highly logical and detail-oriented with a strong focus on efficiency, strong organizational and planning skills.
- **Collaborates**:

- Ability to work both independently and with other team members. Collaborate with other ICT teams to identify the root cause of recurring incidents and work toward long-term solutions.

**Technical/Functional Skills**
- Subject Matter Expert (SME) in Microsoft Office 365, Active Directory, Teams, Intune, Asset Management, Patch Management, Alert Management.
- Solid understanding of ITIL incident, problem and request/change control management processes.
- Strong FCR approach to diagnosing & problem-solving technical issues, communication and customer service skills, ensuring a positive user experience, while comfortable working independently with escalated issues.
- **Qualifications**
- Degree or Diploma in the field of Computer Science or Management Information Systems, or equivalent experience
- Minimum of 3 years of experience in a service desk or IT support role with demonstrated knowledge of incident management workflows.
- Proven ability to take initiative in addressing escalated issue