Helpdesk Senior Associate
2 weeks ago
Job Description
Req ID: 298087
Role Overview
The Service Desk Senior Associate advises and assists users in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, researches, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution.
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.
- Participates in a supportive role by acting as a liaison between customers and departments within the organization.
Requirements
Ideally, university education, preferably technical degree, or Microsoft certifications. Awareness of Microsoft Operating Systems local and Hybrid administration and Microsoft Office family applications. Experience of providing Hybrid IT support is an advantage.
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