Senior Associate – Service Delivery

Primary Roles & Responsibilities:

• Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment.

• Troubleshoot escalated issues and help L1 support team to resolve end user’s trouble tickets.

• Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.

• Escalate unresolved issues to the appropriate internal channel

• Diagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup. 

• Maintain ticket updates for all reported incidents.

• Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.

• Provide timely communication on issue status and resolution.

• Proven ability to multi-task, effectively determine priorities and meet SLA’s.

• Adaptable and flexible in a fast-changing industry and work environment.

• Hands-on experience with Service desk and remote control softwares.

• Properly escalate unresolved issues to appropriate team members

• Communicate with users with a high degree of etiquette and professionalism

• Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.

• Contribute to improving customer support by actively responding to queries and handling complaints

• Perform other duties and participate in special projects as assigned.

Communication Skills: 

• Excellent English Speaking/Reading & written communication skills. Clear, understandable

• Schedule Flexibility: Willingness to work a flexible schedule including occasional after hours on- call, multitask and resilience.

Knowledge, Skills, Abilities

• Bachelor's degree in Electronics / Computer Science / Information Technology or related field and 8 years of experience, or combination of education and 6-8 years of relevant experience

• Work Experience in MS 365 / Azure cloud environment, Office 365 applications

• Experience in Windows operating systems (XP through Windows 11) required.

• Analytical skills to identify and resolve matters of significance

• Problem solving skills to troubleshoot various problems within varied environments

• Superior time management skills

• Superior interpersonal skills to interface with internal and external users, customers and vendors

• Ability to multi-task and work under pressure and adapt to fast paced changing requirements and requests

• Management of MS 365 / Azure cloud / Share Point / One Drive / In Tune

• Office 365 support and MS Teams support

• End User Desktop support (Remote support) and Troubleshooting

• End User desktop applications, Office, email support

• Basic management and configuration of applications

• Familiarity with email server and spam filtering technology.

Training & Certifications

Current and valid industry Training/certifications in the following preferred

• ITSM (Ticketing) Tool

• Training in Operating systems management and Basic Network Operations

• Knowledge of IP routing protocols and implementations

• Microsoft 365 Certified: Administrator Expert

• Microsoft Certified: Azure Administrator Associate