Service Desk Associate (Fresh Graduate)

About the role

The Service Desk Associate is the point of contact for all of the client's employees and restaurant crew (the "customers") when there is a service disruption on supported facilities. The Service Desk Associate shall also manage customer requests, cases, incidents, problems and change requests. He/She will address issues or requests related to software, hardware, network/connectivity currently used or may be developed or adopted in the future.

Key responsibilities

• Provides courteous and timely response to support requests submitted to the service desk via telephone, email, or any other communication method by responding via telephone, email, remote connectivity tools
• Troubleshoots hardware and software problems by interviewing users to collect information and fully documents all requests for support in the tracking system, including the resolution of the problem
• Ticket creation, monitoring, closing, and proper documentation and timely submission of the required reports
• Conducting outbound customer callbacks
• Coordinating with Level 2/3/4 support and vendor groups until issues are resolved
• Provides updates, status, and completion information on all problem requests to the user via the tracking system, and/or voicemail, phone or email
• Utilize call tracking management software to create, resolve and/or escalate technical issues
• Identify and improve processes and procedures that can improve the customer experience
• Prepares "How-to"/"Cheat" sheet type instructions on common issues to assist users

About you

• At least Senior High diploma, bachelor's/College degree, or any related to IT
• At least 6 months working experience in IT, Helpdesk or related field
• Demonstrates ability and desire to learn corporate, division, and facility-specific applications, technology and terminology
• Demonstrates ability to learn customer support processes and techniques
• Strong analytical skills
• Ability to solve problems
• Competency in Microsoft Operating Systems, Microsoft Office Applications, and desktop software
• Basic to intermediate knowledge in LAN, WAN, Computer/PC hardware, internet systems, tools and concepts
• Demonstrated knowledge of the OSI layer

About us

Technology Pryme Integrated Solutions, Inc. ("TechPryme") provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, marital status, amnesty, or status as covered veterans in accordance with applicable national and local laws. TechPryme complies with applicable laws governing non-discrimination in employment.