Helpdesk Associate, ITIL

Key Responsibilities

• Provide exceptional IT Service Desk support, guidance, and training to end-users for various IT devices, applications, or processes.
• Record, update, and escalate support issues to the next level in a timely manner.
• Support all IT onboarding activities for end-users.
• Work with internal IT Teams on system testing, integration, and maintenance.
• Engage in the discovery of new IT business tools to support business users and the internal IT Team.
• Seek, suggest, evaluate, and implement process and technology improvements.
• Willingness to learn and grow in other IT Business areas.

Requirements & Tech Stack

• Excellent English (written and verbal communication skills).
• Exceptional customer service skills.
• Great Team player.
• Great communication skills, comfortable working with various stakeholders.
• Strong troubleshooting skills, bug finding, and resolution.
• Ability to work independently within a diverse global team.
• IT software and hardware troubleshooting knowledge and skills:
• Win 10
• macOS
• iOS
• Android
• Google Suite
• Microsoft Environment

Qualifications

• Knowledge in First Level Support for business applications such as Oracle, Workday, BI, Agile, etc.
• Knowledge in Desktop Support.
• Familiar with ITIL Concepts and Processes.
• Possesses knowledge of Microsoft Applications like MS Visio, MS Excel, and MS PowerPoint.