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The Desktop Support Associate role involves providing technical support to users through various channels, including phone, email, and chat. This is an entry-level position suitable for individuals with 0-2 years of experience. The Helpdesk Associate will be responsible for providing telephone/email/chat, online, and remote diagnostic technical support of desktops, portables, peripherals, and software.
Job Responsibility:
Diagnoses and troubleshoots Level 1 problems encountered with personal computers hardware, software and peripherals
Answers the helpdesk line and responds to users requests regarding computer systems
Acknowledges receipt of all users request within defined service levels
Initiates service orders (tickets) for all users requests, assisting user as necessary to provide appropriate information
Maintains user information and documentation
Participates in ensuring that customer requests via the ticketing system are managed to closure
Delivers results in support of achieving the organization's Service Level Agreements
Requirements:
Strong troubleshooting skills
Basic understanding of network fundamentals
Effective communication
Ability to manage user requests through a ticketing system
0-2 years of experience
Ability to develop business relationships and communicate effectively with the user community
Basic understanding of the fundamental of network, server, and the desktop administration, installations, upgrades, techniques, tools, and equipment
Applies basic understanding of customer service techniques as required to address problems with PC based tools and products
Ability to physically perform general office requirements
Must be able to perform essential responsibilities with or without reasonable accommodations