Senior Associate – IT Helpdesk

• Act as the central point of contact between users and IT Service Management
• Handle incidents and service requests
• Provide an interface for Change, Problem, Configuration, Release, Service Level, and IT Service Continuity activities
• Act as the point of contact for technical issues and requests
• Provide customer service and drive tickets to closure within defined service levels
• Handle calls and tickets within defined service levels
• Build rapport with customers and team members
• Keep management updated on major outages reported to GSD
• Provide time-critical support to internal employees
• Document Service Desk interactions as phone, web, or walk-in incidents
• Ensure tickets are processed, handled, and documented accordingly
• Perform Active Directory user management as a day-to-day activity
• Provide first-level support by taking calls and handling resulting incidents or service requests using incident management and request fulfillment processes

• Excellent communication skills (verbal and written)
• Good knowledge of Windows OS troubleshooting
• Good knowledge of MS Office applications
• Basic hardware troubleshooting skills
• Willingness to work night shifts
• Willingness to assist internal customers over the phone
• Understanding of Active Directory Services
• MCP certification is an added advantage
• ITIL Foundation Certification is value added
• Graduate in any stream can be considered

• Full-time employment
• Remote work availability