Service Desk Associate

What Success looks like in this role:

This role is responsible for providing the first line of post-sales telephone technical support of hardware, systems, sub- systems and/or applications for customers and/or employees.

Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.

Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.

Escalates complex problems to the Remote Support Engineering staff or Field Engineering.

Typically provides technical support for internal and external customers.

Escalates complex problems to higher level of expertise within organization. Key Responsibilities

The resources will be for an Active Directory Identity Access management related project and mostly working on request tickets raised by customers.

Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.

Discover and document process and procedures, which needs to be published to the team or on the Knowledgebase

Escalates complex problems to higher level of expertise within organization.

Be self-enabled.

Key Qualifications:

• Open to fresh graduates and career shifters, particularly those who graduated in 2024.
• Must have strong communication and call-handling skills.
• Basic troubleshooting knowledge is required, including password resets, account unlocking, Microsoft Outlook troubleshooting, and VPN-related issues.
• Open to fresh graduates and career shifters, particularly those who graduated in 2024.