Senior Associate - Service Desk

This role involves providing technical support and resolving issues for end-users, ensuring a positive and efficient service experience. The Senior Associate will be responsible for troubleshooting hardware, software, and network problems, escalating complex issues when necessary, and maintaining accurate records of interactions.

Key Responsibilities:

Provide first and second-level technical support to end-users.
Troubleshoot and resolve hardware, software, and network issues.
Escalate complex issues to senior support teams.
Document all support interactions and resolutions.
Maintain a strong understanding of IT systems and procedures.
Contribute to the development and maintenance of knowledge base articles.
Ensure adherence to service level agreements (SLAs).

Requirements/Qualifications:

2 to 7 years of experience in a service desk or technical support role.
Strong troubleshooting and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Proficiency in operating systems (Windows, macOS).
Familiarity with common software applications.
Experience with ticketing systems.

About the Company: Microland is a global provider of information technology solutions and services. The company focuses on helping organizations transform and manage their technology landscape to achieve business objectives.