Senior Associate - IT Helpdesk

Sutherland

9d

About The Position

The Senior Associate serves as a central point of contact between users and IT Service Management, handling incidents and requests and interfacing with activities such as Change, Problem, Configuration, Release, Service Level, and IT Service Continuity. The role provides time-critical support to internal employees to maximize efficiency and customer satisfaction.

The Senior Associate provides first-level support by taking calls and handling resulting incidents and service requests in accordance with incident management and request fulfillment processes and Service Desk objectives. Support is provided through phone, web, and walk-in interactions, which must be documented. The role also includes day-to-day Active Directory user management.

Requirements

• Excellent verbal and written communication skills.
• Good knowledge of Windows OS troubleshooting and MS Office applications.
• Basic hardware troubleshooting skills.
• Willingness to work night shifts.
• Willingness to assist internal customers over the phone.
• Graduate in any stream can be considered for the position.

Nice To Haves

• Understanding of Active Directory Services.
• MCP certification.
• ITIL Foundation Certification.

Responsibilities

• Act as the point of contact for technical issues and requests.
• Provide appropriate customer service to internal users.
• Drive tickets to timely closure and handle calls and tickets within defined service levels.
• Build good rapport with customers and team members.
• Keep management updated on major outages reported to the Global Service Desk.
• Work with the team and assist with daily issues and requests.
• Provide first-level support by taking calls and handling incidents and service requests in line with incident management, request fulfillment, and Service Desk objectives.
• Document Service Desk interactions as incidents, including phone, web, and walk-in interactions.
• Ensure tickets are processed, handled appropriately, and documented.
• Perform Active Directory user management as a day-to-day activity.
• Provide time-critical support to internal employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior