Senior Associate – Service Delivery

Primary Roles & Responsibilities:
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Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment.
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Troubleshoot escalated issues and help L1 support team to resolve end user’s trouble tickets.
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Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.
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Escalate unresolved issues to the appropriate internal channel
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Diagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup.
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Maintain ticket updates for all reported incidents.
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Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.
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Provide timely communication on issue status and resolution.
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Proven ability to multi-task, effectively determine priorities and meet SLA’s.
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Adaptable and flexible in a fast-changing industry and work environment.
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Hands-on experience with Service desk and remote control softwares.
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Properly escalate unresolved issues to appropriate team members
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Communicate with users with a high degree of etiquette and professionalism
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Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.
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Contribute to improving customer support by actively responding to queries and handling complaints
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Perform other duties and participate in special projects as assigned.
Communication Skills:
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Excellent English Speaking/Reading & written communication skills. Clear, understandable
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Schedule Flexibility: Willingness to work a flexible schedule including occasional after hours on- call, multitask and resilience.
Knowledge, Skills, Abilities
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Bachelor's degree in Electronics / Computer Science / Information Technology or related field and 8 years of experience, or combination of education and 6-8 years of relevant experience
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Work Experience in MS 365 / Azure cloud environment, Office 365 applications
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Experience in Windows operating systems (XP through Windows 11) required.
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Analytical skills to identify and resolve matters of significance
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Problem solving skills to troubleshoot various problems within varied environments
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Superior time management skills
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Superior interpersonal skills to interface with internal and external users, customers and vendors
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Ability to multi-task and work under pressure and adapt to fast paced changing requirements and requests
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Management of MS 365 / Azure cloud / Share Point / One Drive / In Tune
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Office 365 support and MS Teams support
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End User Desktop support (Remote support) and Troubleshooting
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End User desktop applications, Office, email support
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Basic management and configuration of applications
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Familiarity with email server and spam filtering technology.
Training & Certifications
Current and valid industry Training/certifications in the following preferred
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ITSM (Ticketing) Tool
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Training in Operating systems management and Basic Network Operations
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Knowledge of IP routing protocols and implementations
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Microsoft 365 Certified: Administrator Expert
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Microsoft Certified: Azure Administrator Associate