Technical support

The Senior Service Desk Associate will be a hands-on, senior member of the Service Desk team responsible for providing second-level end-user support.

In addition to regular Service Desk responsibilities, this role will:

Mentor junior team members to ensure alignment with the strategic vision of the team and adherence to key Service Desk processes.

Champion service excellence and ensure a positive customer experience.

Identify innovative solutions to advanced technical issues that improve business productivity.

Proactively identify incident trends and determine root causes of recurring problems through advanced troubleshooting.

Handle escalations with urgency and professionalism.

Ensure communications are relevant, clear, and concise to promote collaboration across IT and business teams.

Identify opportunities to automate manual tasks and improve efficiency.

Build and maintain trust-based relationships with key business stakeholders.

Participate in strategic projects that support local and organizational objectives.

Essential Duties and Responsibilities

Apply ITIL principles to daily desktop support activities.

Provide coaching, mentoring, and support to junior team members.

Deliver L1/L2 support for advanced technical issues.

Support VIP users and manage escalated incidents.

Continuously identify, document, and train Tier-1 Service Desk personnel on operational processes.

Assist in Severity 1 Incident Management to ensure rapid resolution, root cause analysis, and transparent communication to stakeholders.

Support Problem Management activities by identifying recurring issues and recommending permanent solutions.

Continuously seek opportunities for process improvement within IT Operations.

Conduct training sessions and develop user guides to enhance end-user knowledge and self-service capabilities.

Create and maintain technical documentation and knowledge base articles to facilitate knowledge sharing.

Participate in strategic projects and ensure assigned tasks are completed on time and within budget.

Develop IT operational reports and metrics.

Assist with audits of key IT processes and procedures.

Essential Education, Skills & Experience

Education and Work Experience

Minimum 5 years of Service Desk experience (Level 1/L2 Support).

ITIL Foundation Certification.

Microsoft MCSA or MCSE certification preferred.

Specialized Knowledge and Skills

Strong customer service orientation.

Excellent written and verbal communication skills.

Strong time management, prioritization, and organizational skills.

Self-motivated with the ability to work independently in a fast-paced and evolving environment.

Strong attention to detail and follow-up skills.

Knowledge of LAN/WAN networking and server technologies.

Technical Expertise

Proficiency in the following technologies:

Microsoft Windows 10 and 11 administration, deployment, and support.

Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, Teams, etc.).

Microsoft Productivity Tools:

OneDrive

Teams

SharePoint

Exchange

Microsoft Active Directory.

Exchange Manage ment Tools.

ITSM / Ticket Management Tools.

Anti-Virus and Malware Protection Tools.

PC Hardware Troubleshooting.

Printer Troubleshooting.

Telephony and Phone System Support.

Mobile Device Troubleshooting (iOS and Android).