IT Service Center Associate

ISS Corporate Solutions

4 - 5 years

4 - 7 Lacs

mumbai

Posted:1 day ago| Platform:

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Skills Required

printing service level windows os enterprise applications iss microsoft technical support business operations remedy

Work Mode

Work from Office

Job Type

Full Time

Job Description

The IT Service Center Associate will be the first point of contact for end-users seeking technical assistance. This role is responsible for providing prompt, courteous, and effective support for IT-related issues, ensuring minimal disruption to business operations. The associate will handle incidents, service requests, and provide guidance on standard IT tools and services.

Responsibilities:

Foster an engaging, proactive, and collaborative service department that is closely partnered, with the business and IT departments.
Serve as the Face of IT to the customer community, providing a positive experience and reflecting a positive image of IT overall.
Support multiple office locations, primarily in the EMEAI region and time zones.
Provide tier 1 level global support to all areas of the business, providing a positive experience and reflecting a positive image of IT overall while documenting all work performed.
Responds to work queues and user calls in accordance with Service Level Agreements to process, route and/or resolve issues reported to the Service Center.
Install software, patches, and updates on Desktops and Laptops.
Troubleshoot basic network, software, and printing problems.
Excellent communicator with business users, team members and Service desk team members regarding status of activities.
Foster an engaging, proactive, and collaborative service delivery department that is closely partnered and clearly communicates with the business and across IT departments.
Independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements.
Maintain ongoing communication with customers, keeping them up to date with the progress of their tickets. Serve as a liaison between other support teams and the customer as required.
Support Office365, SharePoint, Exchange Online, and MDM for mobile phones.
Clearly and effectively communicate service status consistently with users, other IT teams, and business owners as required.
Work with vendor support to resolve technical problems with desktop computing equipment and software.
Work collaboratively with 1st/2nd/3rd level support team to ensure that customers receive timely service. Serve as a liaison between other support teams and the customer as required.
Document IT desktop procedures as directed.
Interacts with office staff, department heads and corporate services to ensure that checks are made for customer satisfaction, and satisfactory closedown/QA of incidents.
Apply a business focus to all assignments and responsibilities, measurement of results, and associated reporting.
Other duties as assigned.

Qualifications:

bachelors degree in IT, Computer Science, or related field (or equivalent experience).
4 to 5 years of experience in a technical support or service desk role.
Strong knowledge of Windows OS, Microsoft 365, and common enterprise applications.
Familiarity with ITSM tools (e.g., ServiceNow, Remedy, Freshservice).
Excellent communication and interpersonal skills.
Ability to work in a fast-paced, team-oriented environment.
ITIL Foundation certification or knowledge is a plus.

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IT Service Center Associate