Helpdesk Associate, ITIL

About the Role

The Service Desk Associate advises and assists users over the phone, chat, and email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. This role involves screening, diagnosing, researching, and resolving user issues, as well as documenting service requests and dispatching orders to support groups for problem resolution. The associate will also advise users on the interpretation of Information Technology (IT) policies, capabilities, and limitations, and provide quick response to ensure maximum uptime for all users.

Key Responsibilities

• Manages customer interactions and records reported issues in the ITSM.
• Identifies issues, applies fixes, and investigates root causes using internal instructions.
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems via telephone and e-mail.
• Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance.
• Participates in a supportive role by acting as a liaison between customers and departments within the organization to ensure that all on-line system problems are resolved accurately and in a timely manner.
• Answers customer contacts via agreed channels and records reported issues.
• Identifies issues, applies fixes, and investigates root causes using processes & industry knowledge.
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail.
• Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance.
• Acts as a coach and an escalation point for less experienced colleagues.

Requirements & Tech Stack

• Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration.
• Awareness of Microsoft Office family applications.
• Experience of providing Hybrid (Office and Remote) IT support is an advantage.
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills.

Qualifications

• Ideally University education, preferably a technical degree, or Microsoft certifications.
• Excellent communication and customer service skills.
• Fluency in English language.
• Flexibility to work shifts if required.
• Experience working on Microsoft Operating Systems local & Hybrid (Office and Remote) administration and Microsoft Office family applications is a plus.
• Experience of providing Hybrid (Office and Remote) IT support.