Associate Process Manager

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Responsibilities

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

See also