Service Desk Associate

Position Overview:

The primary role of a service desk associate is to answer customer requests for assistance by email, chat, web or over the phone. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating, and resolving incidents and requests.

Roles and Responsibilities

• First point of contact for all end user reported issues or requests.

• Typically provides technical support for Internal and External customers

• Responsible for providing the first-line of telephone technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees.

• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements.
• Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
• Maintains call quality and response times as per the agreed SLA's. Maintains records of calls and ensure all cases are updated in the system.
• Support multiple clients through customer service professionalism and insight.
• Do follow up with field engineer and client over call / Email to ensure early closure of Issues.

Skills, Experience & Qualifications:

• Minimum 12 months experience working in an IT helpdesk or Service Desk.

Desired Candidate Profile

• Excellent verbal and written communication.

• Good Knowledge on Operating Systems, Hardware, Networking, MS Applications, ITIL Process, ITSM tool, MFA, VPN and Active Directory Understanding

• Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.) to analyze and reporting work

• Multitasking and coordination skills
• Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.

• Willingness and ability to work in shifts (24 x 7)

Minimum Education Required:

• A 

  minimum of a bachelors degree

  or equivalent with English as primary language