Job Description

Temporary Opportunity: Service Desk Sr. Associate

We are currently seeking a Service Desk Sr. Associate (Temporary Position) to join our IT team. This role is ideal for individuals who are customer-focused, technically driven, and enjoy working in a fast-paced support environment.

Position Summary

The Service Desk Sr. Associate serves as the primary point of contact for users requiring Information Technology assistance. The role is responsible for providing timely technical support, troubleshooting issues, managing service requests, maintaining user access, and ensuring excellent customer service while meeting established service level targets.

Key Responsibilities

• Serve as the initial point of contact for users requiring IT assistance through phone, remote support, and ticketing systems.
• Acknowledge, document, triage, and resolve service requests and incidents in a timely manner.
• Perform initial troubleshooting and remediation activities and escalate complex issues as needed.
• Provide support for PC hardware, software applications, network connectivity, VPN, Citrix, and related technologies.
• Install, configure, and maintain desktop software and peripherals.
• Support remote users through phone and remote desktop tools.
• Monitor ticket queues and ensure equitable distribution of work among technical resources.
• Ensure timely escalation of issues based on severity, priority, SLA requirements, or management direction.
• Maintain user accounts and access permissions through Active Directory.
• Maintain a working knowledge of networking concepts related to desktop connectivity.
• Ensure compliance with company policies, procedures, and internal controls.
• Meet established service levels and operational objectives.
• Deliver exceptional customer service and maintain high-quality support standards.
• Perform other duties as assigned by management.

Technical and Professional Requirements

• Previous experience in an IT Service Desk, Help Desk, or Technical Support environment is preferred.
• Technical Diploma, Degree, or relevant IT Certification is an advantage.
• Strong technical knowledge of:
• Microsoft Windows operating systems
• Active Directory
• Citrix
• VPN technologies
• Networking concepts
• PC hardware and common business applications
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and collaboratively within a team environment.
• Excellent organizational and multitasking abilities.
• Strong verbal and written communication skills in English.
• Demonstrated adaptability, integrity, and customer service orientation.
• Willingness to work in a 24/7 operational environment, including rotating shifts, weekends, and holidays.
• Must have a reliable high-speed internet connection and a dedicated, distraction-free workspace to support a fully remote work environment.