We are seeking a proactive and customer-focused Helpdesk Associate to provide first-level technical support to end users. The ideal candidate will be responsible for handling helpdesk tickets, troubleshooting technical issues, and managing user accounts within the organization. This role requires strong communication skills, technical expertise, and a commitment to delivering high-quality support.
Provide first-level support by handling and resolving helpdesk tickets within defined SLAs
Troubleshoot and resolve issues related to Windows 11, software applications, and system access
Install, configure, and maintain software applications on user systems
Diagnose and resolve VPN connectivity issues
Provide support for Microsoft Office applications (Outlook, Teams, Word, Excel, etc.)
Manage user accounts, including:
User account creation and provisioning
Mailbox setup and configuration
License assignment and management
Account termination and de-licensing
Maintain accurate documentation of incidents, requests, and resolutions in the ITSM tool
Escalate complex issues to appropriate teams when necessary
Ensure adherence to IT policies, security standards, and compliance requirements
Provide excellent customer service and maintain effective communication with users