Helpdesk Associate - troubleshooting

• Answers the customers' contacts via agreed channels and record reported issues
• Identifies issues, apply fixes and investigate root causes using processes & industry knowledge
• Provides technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
• Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance
• Acts as coach & an escalation point for less experienced colleagues
• Manages customer interactions & records reported issues in the ITSM
• 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
• Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc.

• Ideally University education, preferably technical degree or Microsoft certifications
• Experience working on Microsoft Operating Systems local & Hybrid (Office and Remote) administration and Microsoft Office family applications is a plus
• Experience of providing Hybrid (Office and Remote) IT support
• Excellent communication and customer service skills
• Fluency in English language
• Flexibility to work shifts if required

Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications

• Comprehensive, locally competitive benefits package
• Working for a top 5 company in the industry worldwide
• Company culture focused on the employee wellbeing
• The opportunity to grow a career in Monitoring/Infrastructure
• Learning & Development platforms