Service Desk Associate

About the role

This role supports project start-up and closeout activities, with a focus on documentation and service delivery. You will maintain positive relationships with customers and project managers, identify customer needs, and oversee service delivery within the business context.

Key responsibilities

• Support project start-up and closeout, particularly on the documentation
• Maintain positive relationships with customers and project managers
• Identify customer needs and oversee service delivery within the business context
• Ensure project issues and risks are logged, monitored, and updated in the issues and risk portal and escalate risks and issues to corporate/project leadership, as required
• Work towards anticipating project needs and providing compliant, flexible recommendations on processes, or assigned responsibilities, such as suggesting adequate timelines for reviews and coordination between HQ and field offices
• Contribute to technical assistance and documentation through reviews, engaging in work planning and discussions with the field team
• Assist in assessing customer feedback and use creativity to establish, improve, and refine services
• Assist in supporting the projects and their managers assigned to the unit to ensure that the client expectations and deliverables are met

About you

• Bachelor's Degree in Business Management, Economics, IT/Computer Science, or any of its equivalent
• At least 1 year experience as a Service Delivery Associate or equivalent position preferably in an IT project or BPO environment
• Good computer skills and the ability to use business support software
• Customer service, project management, and quality control skills
• Excellent customer service skills
• Strong teamwork skills and attention to detail
• Experience in customer service and logistics may be advantageous