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 and user guidance for enterprise applications
Domain
IT Service Management / Enterprise Software Support
Deliverable
client delivery
Required skills
Hardware troubleshooting, Software troubleshooting, Network troubleshooting, System installation and configuration, Peripheral maintenance, User training, IT inventory management, Security compliance
Preferred skills
Agile Methodology, Business Continuity Planning, Design Thinking, Collaboration Tools
Technologies
ServiceNow, Mac OS
Responsibilities
Commute with end users to resolve enquiries and problems concerning the application/tool; Responsible for all tickets within Service Now in the queue; Enthusiastically work closely with key 2nd level contacts to resolve issues; Learn a set of applications to be able to provide user guidance & training; Support documentation of FAQ or known issues via KB articles and user guides; Support project teams with system quality assurance; Install, configure, and maintain computer systems, printers, and other peripherals; 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.
