Senior Associate – IT Helpdesk

• Act as the central point of contact between users and IT Service Management
• Handle incidents and requests and provide an interface for Change, Problem, Configuration, Release, Service Level, and IT Service Continuity activities
• Act as point of contact for technical issues and requests
• Provide customer service and drive tickets to closure on time
• 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
• Process, handle, and document all tickets
• Perform Active Directory user management as a day-to-day activity
• Provide first-level support by taking calls and handling incidents or service requests in line with Service Desk objectives

• Excellent communication Skills (Verbal and Written)
• Good knowledge on Windows OS troubleshooting and MS Office application
• Basic Hardware troubleshooting skills
• Willing to work on night shifts
• Willing 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 for the position

• Employees can work remotely