Associate Helpdesk Specialist (R-19939)
The Associate Helpdesk Specialist serves as the first point of contact for team members needing technical support, handling incidents and service requests across phone, chat, email, and ticketing systems. This role quickly resolves issues where possible, escalates when needed, and ensures tickets are accurately logged, prioritized, and progressed to meet service level expectations.
Essential Key Responsibilities
Serve as the initial point of contact for team members requiring assistance with hardware, software, network incidents, requests, or problems.
Answer calls, chat sessions, and process email messages; address incident tickets submitted directly by team members or via automation.
Provide an immediate resolution when possible, or reassign/escalate to next-level support when necessary.
Capture relevant information in the ticketing system; prioritize issues; investigate and search for solutions; and update users on progress.
Monitor ticket queues to ensure service level expectations for time to respond and time to resolve are met.
Essential Skills and/or Certifications
Bachelor’s Degree in Computer Science, Information Systems, or other related field is preferred.
Minimum 2 years of experience in technical support.
Working knowledge of service desk ticketing software, remote control tools, Active Directory, and chat-session technology.
Advanced troubleshooting and multitasking skills.
Excellent verbal and written communication skills, including the ability to manage more than one chat session at a time.
Very strong attention to detail.
Dependable with excellent attendance; able to work well in a team environment.
IT or ITIL Foundations certification is a plus.
Proficiency in Microsoft Office Suite skills.
Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
Where applicable, fluency in English and languages relevant to the working market.
Physical Requirements
Ability to sit, speak and operate telephone and/or computer for long periods of time.
Ability to handle pressure, stressful conditions, and conflict resolution.
Ability to work day, evening and/or weekend hours as needed.
Ability to stand, walk, climb, kneel, crouch and bend over for work at office premises and office events
Regular attendance in the office; 4 days a week onsite.