Service Desk Associate 2

Job Title : Service Desk Associate 2 (Level 1 Service Desk Associate)

Job Description

As a Level 1 Service Desk Associate, you will play a crucial role in providing technical support and assistance to end-users. Your responsibilities will include :

• Incident Resolution : Responding to and resolving IT-related incidents and service requests escalated from the Level 1 Service Desk team.
• Troubleshooting : Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution.
• Voice based Technical Support : Providing guidance and support to end-users in using IT systems, applications, and hardware effectively.
• Escalation : Escalating complex technical issues to Level 2 support or relevant teams when necessary, while maintaining ownership of the incident.
• Documentation : Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference.
• Adherence to SLAs : Meeting or exceeding service level agreements (SLAs) for incident response and resolution times.

Qualifications

Skills Required

Escalation, Mac Operating Systems, Documentation, Microsoft Certified Professional, Itil, Troubleshooting