Job Description

We are hiring Global IT Help Desk Associate to provide technical support to regional and corporate offices via telephone, email, instant messaging, and remote connection. The position triages requests for support, provides solutions when appropriate, and escalates remaining support requests to upper-tier resources. The position maintains a work order tracking system by entering and organizing work tickets according to workflow procedures.
In your journey as a Global IT Help Desk Associate you will:

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• Communicate with end-users to understand their support requests
• Provide initial technical support to regional and corporate offices on:
  • Microsoft Windows
  • Apple iOS
  • Microsoft Office Suite
  • Computer Hardware
  • Mobile/Tablet Equipment
  • Printers/Copiers/MFD’s
  • RealPage Onesite Application
  • Other Application Software as required
• Provide assistance with user passwords for a variety of resources
• Escalate support requests to upper-tier resources when appropriate
• Enter, organize, and track technology work tickets
• Be a user advocate by leveraging the ticket tracking system to communicate resolution delays to the appropriate resources
• Collaborate with and assist the rest of the IT team
• Perform other assigned duties not defined
  

• Minimum 2 years of Global IT Help Desk for a US/UK based client
• HDI, A+ and/or other technology certifications preferred
• Exceptional written and oral communication skills
• Knowledge of installation, configuration, and management of Desktop Operating Systems such as Microsoft Windows XP and Windows
• Basic IP/Networking Skills
• Knowledge of configuration and management of mobile devices and Active Sync (iOS and Android)
• Ability to manage Active Directory accounts and passwords (password resets, account unlocks)
• Knowledge of installation, configuration, and use of the Microsoft Office suite

• Mohali

• 24*7