Technical Support Associate

Service Desk Analyst / IT Helpdesk Support

Job Summary

We are looking for a Service Desk Analyst to provide first-level technical support to end users by handling inbound service requests, diagnosing hardware and software issues, and ensuring timely resolution. The role requires excellent customer service skills, strong troubleshooting capabilities, and experience working in a helpdesk/service desk environment.

Key Responsibilities

• Respond to inbound customer calls, emails, chats, and service requests.
• Log, track, and update incidents and service requests in the ticketing system.
• Verify customer information and contract coverage before proceeding with support activities.
• Diagnose and resolve common technical issues such as password resets, software configuration, account access issues, and basic hardware/software troubleshooting.
• Utilize remote support tools to investigate, troubleshoot, and resolve user issues.
• Escalate unresolved incidents to appropriate support teams following established processes.
• Monitor and manage assigned tickets through completion, ensuring timely updates and communication.
• Inform management or designated escalation teams of customer escalations when required.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
• Contribute to knowledge management systems and ensure adherence to support processes.
• Deliver a high level of customer satisfaction through effective communication and problem resolution.

Required Qualifications

• Bachelor's degree, diploma, or equivalent work experience.
• 1-2 years of experience in IT Service Desk, Helpdesk, Technical Support, or Desktop Support.
• Strong verbal and written communication skills in English and local language.
• Experience working with ticketing tools and incident management processes.
• Basic understanding of Windows operating systems, Microsoft Office applications, and remote support tools.
• Ability to troubleshoot hardware, software, and user access issues.
• Strong customer service and problem-solving skills.
• Willingness to work in rotational shifts, if required.

Preferred Skills

• Knowledge of ITIL concepts and service management processes.
• Experience supporting enterprise users in a professional environment.
• Familiarity with Active Directory, Office 365, and remote troubleshooting tools.