Associate - IT Service Desk

Key Responsibilities:

• First Point of Contact: Serve as the initial contact for end-users seeking technical assistance via phone, email, chat, ticketing system, or in person.

• Technical Support: Provide first-level support for hardware, software, and network issues, including Windows OS, macOS, Office 365, VPN, printers, and enterprise applications.

• Troubleshooting & Escalation: Diagnose and resolve technical issues; escalate complex problems to Level 2 support or appropriate teams when necessary.

• Device & Account Setup: Assist with onboarding/offboarding tasks, including user setup, asset provisioning, and configuration of new devices and accounts.

• Ticket Management: Manage and track service requests, incidents, and problems using a ticketing system, ensuring timely resolution and adherence to SLAs.

• Documentation: Maintain detailed records of incidents, service requests, and resolutions for future reference and reporting.

• User Training & Communication: Provide guidance and training to end-users on effective use of technology resources; keep users informed on the status of their requests.

• Collaboration: Work closely with IT team members to support technology upgrades, implementations, and continuous improvement initiatives.

• Continuous Learning: Stay current with technological advancements, best practices, and the organization’s IT standards, including trends in digital tools, AI, and data analytics.

• Policy Compliance: Follow established IT policies, procedures, and security standards.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Strong understanding of Windows OS, Windows Server, Office 365, and basic networking concepts.

• Familiarity with ITSM tools (e.g., ServiceNow) and remote support platforms is preferred.

• Excellent communication and problem-solving skills, with the ability to clearly and effectively communicate in English (oral and written), certification such as TOEIC 500, IELTS 6.0, or equivalent is preferred.

• Ability to work independently and collaboratively in a fast-paced, team-oriented environment.

• Experience or familiarity with Artificial Intelligence (AI) tools and concepts is an advantage.

• Tech certification such as CompTIA A+, ITIL Foundation, MCSA, or CCNA, Azure, AWS, Google Cloud, Power Platform, or data analytics are a plus.