Benefits The Service Desk Senior Associate 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 ,e-mail and chat
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
Must be a graduate
Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications.
Willing to work from office 5 days in a week.
Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
Excellent communication and customer service skills