IT Associate - Service Desk

Job Title: Technical Support Associate – Service Desk

Business Unit: Information Technology

Reporting To: Service Delivery Manager

Job Summary

The Technical Support Associate (TSA) is responsible for delivering world-class technical support for all systems and services supported by the Information Technology (IT) department. Support is provided via telephone, remote access, email, and onsite visits. The TSA must demonstrate expertise across a wide range of evolving IT technologies, policies, and procedures, and consistently deliver reliable, VIP-level user support with professionalism and accuracy.

Job Responsibilities

• Provide comprehensive VIP technical support across client environments, including desktops, laptops, mobile devices, IP phones, and client applications.
• Diagnoses, troubleshoot and resolve incidents, escalating issues when necessary.
• Serve as a single, high-quality point of contact for VIP IT customers.
• Monitor, manage, and track the status and progress of all open incidents to ensure timely resolution.
• Classify and prioritize incidents based on business impact and urgency.
• Handle IT incidents and service requests efficiently, aiming for first-contact resolution.
• Collaborate effectively with IT teams to achieve departmental goals.
• Build a strong knowledge of client business environments to drive higher first-call resolution rates.
• Perform scheduled after-hours support duties as assigned.
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 Qualifications

• Demonstrated excellence in customer service delivery.
• Familiarity with ITIL v4 best practices in Incident, Change, Problem, and Release Management.
• Experience providing VIP IT support services.
• Strong understanding of software licensing management.
• Knowledge of PC lifecycle management