Senior Associate - IT Helpdesk
Core
Provide timely technical assistance and ensure smooth day-to-day IT operations as a central point of contact for internal employees.
Role type
Senior Associate IT Helpdesk
Builds
IT service desk operations and user support
Domain
IT Service Management / Enterprise IT
Deliverable
client delivery
Required skills
Windows OS troubleshooting, Microsoft Office support, Active Directory user management, incident management, ticket documentation, hardware troubleshooting, service request fulfillment
Preferred skills
MCP certification, ITIL Foundation certification
Technologies
Windows, Microsoft Office, Active Directory
Responsibilities
Serve as primary point of contact for internal employees seeking IT assistance; Receive, assess, and resolve incidents and requests through telephone, web-based channels, and walk-in support; Troubleshoot Windows operating system issues, Microsoft Office applications, and basic hardware problems; Manage support tickets from initial receipt through resolution; Record, update, and document all service desk interactions accurately; Perform day-to-day Active Directory user management; Escalate major outages and significant technical issues to appropriate teams; Follow established incident management and request fulfillment processes.