Senior Associate - IT Helpdesk

Accountabilities:: Serve as the primary point of contact for internal employees seeking IT assistance, technical support, or service request fulfillment. Receive, assess, and resolve incidents and requests through telephone, web-based channels, and walk-in support. Troubleshoot Windows operating system issues, Microsoft Office applications, and basic hardware problems. Manage support tickets from initial receipt through resolution, ensuring timely closure in accordance with established service-level targets. Record, update, and document all service desk interactions, incidents, and requests accurately. Perform day-to-day Active Directory user management and assist with related account administration tasks. Provide responsive, time-critical technical support to help employees maintain productivity and minimize disruption. Escalate major outages and significant technical issues to the appropriate teams, keeping management informed of reported incidents. Follow established incident management and request fulfillment processes, supporting broader IT service management activities where required. Maintain positive working relationships with internal customers and colleagues, sharing knowledge and helping the team manage daily workloads effectively. Requirements: Graduate degree in any discipline; candidates from any academic stream may be considered. Excellent verbal and written communication skills, with the ability to assist users over the phone and explain technical issues clearly. Good working knowledge of Windows operating system troubleshooting and Microsoft Office applications. Basic hardware troubleshooting skills. Familiarity with Active Directory Services; experience with Active Directory user management is beneficial. Understanding of IT service desk operations, incident management, ticket documentation, and service request fulfillment. Ability to manage multiple incidents and requests while meeting defined service-level expectations. Strong customer service orientation, problem-solving abilities, teamwork, and attention to detail. Willingness to work night shifts and provide timely support according to operational requirements. Microsoft Certified Professional (MCP) certification is an advantage. ITIL Foundation certification is considered an additional asset. Benefits: Practical IT experience: Opportunity to develop technical support and troubleshooting skills in a professional service desk environment. Career development: Exposure to IT service management processes, incident handling, request fulfillment, and Active Directory administration. Collaborative work environment: Work alongside a team focused on resolving technical issues and supporting internal employees. Customer service experience: Build communication, problem-solving, and stakeholder support skills through daily interactions. Professional growth: Opportunity to strengthen knowledge of enterprise IT operations and service delivery practices.