Servicedesk associate - L1 Technical Guidance

The Service Desk SeniorAssociate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Role Responsibilities

Manages customer interactions & records reported issues in the ITSM

Identifies issues, apply fixes and investigate root causes using internal instructions.

Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail

Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance

Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner

Key Skills

Ideally University education, preferably technical degree, or Microsoft certifications

Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications

Experience of providing Hybrid (Office and Remote) IT support is an advantage

Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills

Excellent communication and customer service skills

Fluency in English language

Flexibility to work shifts if required