Senior Associate - IT Helpdesk
New
J
JobgetherIT support
Workplace type: Remote; Structured job location: IndiaFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- Microsoft Office
Requirements
- Hold a graduate degree in any discipline; candidates from any academic stream may be considered.
- Have good working knowledge of Windows operating system troubleshooting and Microsoft Office applications.
- Have basic hardware troubleshooting skills.
- Be familiar with Active Directory Services; Active Directory user management experience is beneficial.
- Understand IT service desk operations, incident management, ticket documentation, and service request fulfillment.
- Manage multiple incidents and requests while meeting defined service-level expectations.
- Demonstrate verbal and written communication skills to assist users by phone and explain technical issues clearly.
- Bring customer service orientation, problem-solving abilities, teamwork, and attention to detail.
- Be willing to work night shifts and provide timely support according to operational requirements.
- Microsoft Certified Professional (MCP) certification is an advantage.
- ITIL Foundation certification is an additional asset.
Responsibilities
- Serve as the primary point of contact for internal employees seeking IT assistance and service request fulfillment.
- Receive, assess, and resolve incidents and requests through telephone, web-based channels, and walk-in support.
- Troubleshoot Windows operating system issues, Microsoft Office applications, and basic hardware problems.
- Manage support tickets from receipt through resolution and meet established service-level targets.
- Record and update service desk interactions, incidents, and requests accurately.
- Perform day-to-day Active Directory user management and assist with account administration.
- Escalate major outages and significant technical issues to appropriate teams and keep management informed.
- Follow incident management and request fulfillment processes.
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