Associate Process Manager

Responsibilities

• Serve as the first point of contact for internal users seeking technical assistance over the phone or email or any other medium
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by users
• Walk the users through the problem-solving process
• Responding to client support requests.
• Contacting clients to find out the nature of the problem.
• Troubleshooting hardware and software issues.
• Installing and maintaining hardware and computer peripherals.
• Installing and upgrading operating systems and computer software.
• Troubleshooting networking and connection issues.
• Advising on software or hardware upgrades.
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT services and application and support mechanisms
• Record events and problems and their resolution in logs
• Follow-up and update user status and information
• Pass on any feedback or suggestions by users to the appropriate internal team
• Identify and suggest possible improvements to procedures

Eligibility Requirements:

• Proven experience as a help desk technician or other support technician role
• Tech savvy with working knowledge of MS office, Teams/Zoom, and remote technologies
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Good written and verbal communication skills.
• Customer-oriented and cool-tempered
• Bachelor’s degree / Master’s degree