Helpdesk Associate
4 days ago
- Min 1-3 years of relevant experience in a technical support role & 12 months on the current grade
- Working Knowledge of Operating Systems such as Windows 7 & 10
- Knowledge of identifying and troubleshooting issues related to System Configuration, Software & COTS applications
- Working knowledge of MS Office suite & Skype for business
- Fair understanding of ITIL practices in Incident Management, Request Management & Problem Management.
Detailed roles and responsibilities:
- Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions
Service Desk. Incidents that are not resolved at the L1 will be routed to the deskside support
team for resolution or as per the KBA defined (for outside the scope of Deskside)
- Resolve Incidents and Problems associated with End User Devices and End User Software, and
be responsible for resolving all Incidents and Problems associated with failure or degradation of
Services related to End User Devices and End User Software.
- Contact the end user via phone to schedule the remote session call and coordinate
- Route / reassign calls to other levels of support, as required if miss-assignment occurs
and Service Requests.
- Update the ITSM Tool fields upon successful resolution of the Incident.
- Utilize Provider's remote tool to enable remote takeover sessions.
- Attempt to resolve certain Incident Types by remotely taking control of the End User Device,
- Utilize remote controls to manage and update desktop system Software, and to maintain
- Request end-user approval for remote takeover of system in support of incident resolution or
- Escalate repeat issues to the appropriate service organization to allow root cause analysis to be
Requirements –
- Min 1-3 years of relevant experience in a technical support role & 12 months on the current grade
- Working Knowledge of Operating Systems such as Windows 7 & 10
- Knowledge of identifying and troubleshooting issues related to System Configuration, Software & COTS applications
- Working knowledge of MS Office suite & Skype for business
- Fair understanding of ITIL practices in Incident Management, Request Management & Problem Management.
Detailed roles and responsibilities:
- Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions
Service Desk. Incidents that are not resolved at the L1 will be routed to the deskside support
team for resolution or as per the KBA defined (for outside the scope of Deskside)
- Resolve Incidents and Problems associated with End User Devices and End User Software, and
be responsible for resolving all Incidents and Problems associated with failure or degradation of
Services related to End User Devices and End User Software.
- Contact the end user via phone to schedule the remote session call and coordinate
- Route / reassign calls to other levels of support, as required if miss-assignment occurs
and Service Requests.
- Update the ITSM Tool fields upon successful resolution of the Incident.
- Utilize Provider's remote tool to enable remote takeover sessions.
- Attempt to resolve certain Incident Types by remotely taking control of the End User Device,
- Utilize remote controls to manage and update desktop system Software, and to maintain
- Request end-user approval for remote takeover of system in support of incident resolution or
- Escalate repeat issues to the appropriate service organization to allow root cause analysis to be
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