Associate - IT Service Desk Technician

Mô tả công việc
Mức độ phù hợp và xếp hạng của bạn so với ứng viên khác như thế nào?
About the Role
We're looking for a motivated, customer-focused IT professional to join our IT Service Desk team. This entry-level role suits recent graduates or early-career professionals with up to 2 years of experience. You'll be the first point of contact for our people's IT needs: resolving incidents and service requests and working with Global and Regional teams to escalate complex issues. You'll also get a clear path to grow your skills in cloud, digital, data and automation.
Key Responsibilities
First-line support: Act as the first point of contact for IT incidents and service requests via phone, email, chat, ticketing system and walk-in.
Troubleshooting: Diagnose and resolve issues across Windows, macOS, Microsoft 365, VPN, printers, mobile devices and enterprise applications.
Escalation: Escalate complex issues to Level 2, Global or Regional teams with complete, well-documented tickets.
Ticket & SLA management: Log, prioritise, track and close tickets within SLA, and keep users informed until resolution.
Joiners / Movers / Leavers: Support onboarding and offboarding, including account setup, device provisioning and asset handover.
IT asset support: Keep asset records accurate during device allocation, return and replacement.
Knowledge management: Create and update knowledge articles and troubleshooting guides.
User enablement: Coach users on IT tools and self-service options, and support adoption of new workplace technologies.
Security & compliance: Follow firm IT policies, security standards and data confidentiality requirements.
Continuous improvement & upskilling: Spot recurring issues and suggest improvements. Upskill in line with the team and firm roadmap, including digital, data, automation and AI, and continuously improve English communication skills.