Senior Associate – IT Helpdesk

This is a fully remote position, open to applicants in India.

📋 Description

• Serve as the primary liaison between users and IT Service Management.

• Manage incidents and requests while providing an interface for Change, Problem, Configuration, Release, Service Level, and IT Service Continuity activities.

• Act as the contact point for technical inquiries and requests.

• Deliver exceptional customer service and ensure timely resolution of tickets.

• Manage calls and tickets within established service levels.

• Foster positive relationships with customers and team members.

• Keep management informed about significant outages reported to GSD.

• Provide urgent support to internal employees.

• Document interactions at the Service Desk, including phone, web, or walk-in incidents.

• Process, manage, and document all tickets effectively.

• Conduct Active Directory user management as a routine task.

• Offer first-level support by answering calls and addressing incidents or service requests in accordance with Service Desk objectives.

⛳️ Requirements

• Outstanding communication skills (both verbal and written).

• Proficient in Windows OS troubleshooting and MS Office applications.

• Basic hardware troubleshooting abilities.

• Willingness to work during night shifts.

• Eagerness to assist internal customers over the phone.

• Familiarity with Active Directory Services.

• MCP certification is a plus.

• ITIL Foundation Certification is advantageous.

• Candidates with a graduate degree in any field will be considered for the role.

🏝️ Benefits

• Employees have the option to work remotely.