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Job Summary

The IT Service Center Senior Associate provides first-level IT support to employees across the US, EMEA, and APAC regions. This role requires a customer-focused qualified with strong technical, communication, and problem-solving skills who can independently resolve IT issues through phone, chat, ticketing systems, remote support, and in-person interactions while delivering excellent customer service.

Responsibilities

- Act as the primary point of contact and "Face of IT", delivering exceptional customer support to employees across global locations.
- Provide Tier 1 IT support for incidents and service requests through phone, chat, tickets, remote support, and in-person assistance.
- Troubleshoot and resolve issues related to Microsoft 365, Windows, Teams, SharePoint, Exchange Online, mobile devices, networking, and printing.
- Manage and prioritize tickets within agreed SLAs, ensuring timely resolution and customer communication.
- Support major incidents, stakeholder communications, escalation management, and coordination with other IT teams.
- Own and maintain the Knowledge Base, service documentation, and self-help resources such as TechKnows.
- Assist in queue management, ticket distribution, reporting, and mentoring junior team members.
- Drive continuous improvement by analysing trends, producing operational metrics, and recommending service enhancements.
- Collaborate closely with global IT teams and business stakeholders to ensure effective service delivery.




- Demonstrate strong problem-solving, communication, and customer service skills while working independently in a fast-paced, global support environment.

Qualifications

- Bachelors degree in IT or any related field, or equivalent professional experience
- 3-5 years of Tier 1/2 IT Support experience in a fast-paced environment.
- 5+ years of customer-facing experience with strong written, verbal, and phone communication skills; fluent English required.
- 2+ years of experience supporting Microsoft 365 products, including Windows 10/11, Office 365, and Teams.
- Experience using IT ticketing systems (e.g., ServiceNow, Jira, Remedy) and familiarity with ITIL-based Service Desk operations.
- Excellent problem-solving, critical thinking, and incident resolution abilities.
- Ability to learn quickly, take initiative, and prioritize tasks effectively.
- Experience with Active Directory, desktop/laptop hardware (Dell, Lenovo, HP, Apple), and mobile device support (iOS/Android).
- Familiarity with Service Desk operations and ITIL practices.
- Flexible to support users across multiple time zones and provide end-to-end ticket ownership.

Work Location Schedule

- Amenable in working at Makati City on a day (9am-6pm) and/or night (10pm-7am) shift schedule.
- Hybrid Work Arrangement (3 days work onsite 2 days work from home per week): Benefit from the flexibility of a hybrid working model, combining the best of both remote and in-office work.

#Midsenior #IT

📌 IT Service Center Senior Associate (Mumbai)
🏢 Iss Corporate Solutions
📍 Mumbai