Helpdesk Senior Associate - ITIL

The Senior Service Desk Associate is responsible for providing exceptional IT support to users, addressing hardware, software, and network issues. This role requires strong technical skills, excellent communication, and the ability to troubleshoot effectively. A technical degree or relevant certifications are preferred. The candidate will manage customer interactions and ensure timely resolution of issues, contributing to user satisfaction and operational efficiency. The Service Desk Senior Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.