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