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.