Helpdesk Associate, ITIL

About the Role

The Service Desk Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. This position is for direct staff employment opportunities.

Key Responsibilities

• Manages customer interactions & 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 by 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 in an accurate and timely manner.
• Answers the customers' contacts via agreed channels and records reported issues.
• Identifies issues, apply fixes and investigate 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 coach & 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 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.