Helpdesk Associate - ITIL

• 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

• Knowledge of troubleshooting Windows 10, Win 8 Operating system, PC Hardware, Basic Knowledge of Internet Explorer, Networking, Messaging, and MS Office, COTS applications etc
• Must be able to speak fluent English
• possess excellent writing and comprehension skills with excellent customer handling skills
• Ideally University education, preferably technical degree, or Microsoft certifications
• 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
• Fluency in English language
• Flexibility to work in rotational shifts (24/7)

Competitive Salary & Benefits