Associate Process Manager

Job description

Responsibilities JOB DESCRIPTION • 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