Technical Associate - Service Desk 5A
Core
Provide technical support to end-users for hardware, software, and network-related issues, and resolve application/tool enquiries.
Role type
Service Desk Associate
Builds
IT support services for enterprise clients
Domain
IT Services / Service Desk
Deliverable
client delivery
Required skills
Troubleshooting, System Installation & Configuration, User Training, Documentation, IT Inventory Management, Collaboration
Preferred skills
Agile Methodology, Business Continuity Planning, Design Thinking
Technologies
Service Now, Mac OS
Responsibilities
Commute with end users to resolve enquiries and problems concerning applications or tools; Manage and resolve all tickets within the Service Now queue; Coordinate content update processes within applications; Work with 2nd level contacts to resolve issues; Provide user guidance and training on applications; Support documentation of FAQs and known issues via KB articles; Support project teams with system quality assurance; Troubleshoot and resolve technical problems in a timely manner; Collaborate with IT team members and vendors to implement and upgrade systems; Assist in maintaining IT inventory and documentation; Conduct user training on IT systems and applications as needed; Ensure data security and compliance with IT policies and procedures.
Seniority
Individual Contributor, Entry to Mid-level