Associate- IT Helpdesk

*Job Description
*

The Senior Associate provides guidance and assistance in maintenance of the computer desktop settings by analyzing requirements, resolving problems, installing hardware and software solutions, supporting the internal IT Helpdesk etc. The Senior Associate is responsible for managing the internal support of the company's Laptops, PCs, printers, servers and related equipment along with managing the junior staff.

*Responsibilities
*
- Understand the values and vision of the organization and align the activities accordingly
- Protect the Intellectual Property
- Adhere to all the policies and procedures
- Work with other line functions to collect or provide relevant data
- Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive and any additional specialized equipment
- Install, test and configure new workstations, peripheral equipment and software
- Perform timely workstation hardware and software upgrades as required
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Monitor tickets assigned to the queue based on priority
- Provide helpdesk support and resolve problems to the end user’s satisfaction
- Respond to voice calls by following the company’s specific procedures and protocols
- Introduce self and company over the telephone and inquire into how a customer wants to be assisted
- Listen to the customers’ problems carefully and jot down any important points
- Ask questions to determine details of problem and note down important information
- Diagnose and resolve technical glitches in systems and run customers through appropriate steps to solve problems
- Analyze problems and instruct callers on how to resolve them by walking them through each step
- Provide walk-throughs to customers and inquire into any changes that transpire
- Escalate complicated issues to the supervisor or appropriate departments and perform regular follow up
- Create tickets in the system according to specified procedures and ensure that they are followed up on priority basis
- Ascertain that all customer information is kept safe and confidential at all times
- Create and maintain records of calls on each shift and use them for troubleshooting and reference purposes
- Ascertain that irate customers are handled according to specific company protocols and supervisors’ orders
- Inform supervisors of any recurring problems in customers’ accounts and ensure that they are resolved immediately
- Keep abreast of changes and trends in system information and technology updates

*Essential Skills
*

Job
- Excellent written and verbal communication skills are essential
- Must be proficient in Customer Relationship Management
- Must be dynamic, flexible and possess perseverance skills
- Must have expert knowledge of fundamental operations of relevant software, hardware and other equipment
- Must have experience in customer service practices
- must have related experience and training in troubleshooting and providing help desk support

Personal
- Should have understanding of business objectives and organization structure
- Must be highly collaborative and be a team player with c ommitment to excellence
- Ability to work under pressure to achieve the multiple daily deadlines for client deliverables with a mature approach

*Preferred Skills
*

Job
- Should be proficient in Microsoft Office
- Self-motivated, fast learner with the ability to operate independently

Personal
- Demonstrate proactive thinking
- Have the ability to work under stringent deadlines and demanding client conditions

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