Associate

Job Description (Posting).

User Support: Provide hands-on technical support and guidance to end-users in person at their desks or workstations. This includes troubleshooting and resolving hardware, software, and network-related issues promptly and efficiently.

Hardware Maintenance: Perform installation, configuration, and upgrades of computer hardware, including desktops, laptops, printers, scanners, and peripherals. Conduct preventive maintenance activities and ensure equipment is functioning optimally.

Software Support: Install, configure, and troubleshoot software applications, operating systems, and utilities. Assist users with software-related issues, such as application errors, system crashes, and compatibility problems.

User Training: Conduct training sessions or one-on-one coaching to educate end-users on basic software and hardware usage. Provide guidance on best practices for efficient computer use and help users adapt to new technologies or software updates.

Incident Management: Log and track support incidents in a ticketing system, ensuring timely resolution and escalation of critical issues. Keep users informed about the status of their reported incidents and ensure proper documentation of troubleshooting steps and solutions.

Asset Management: Maintain an inventory of computer hardware, software licenses, and peripherals. Coordinate with procurement and IT teams for equipment procurement, disposal, and replacement.

Remote Support: Provide remote assistance to users through phone, email, or remote desktop tools. Troubleshoot software and connectivity issues remotely and guide users through problem-solving steps.

Security and Data Protection: Assist in enforcing IT security policies and procedures. Support data backup and recovery processes and educate users on safe computing practices, such as password management and avoiding phishing attempts.

Documentation: Create and update technical documentation, including user guides, knowledge base articles, and standard operating procedures. Document troubleshooting steps, known issues, and solutions for efficient problem resolution.

Collaboration and Communication: Collaborate with cross-functional teams, such as network administrators, system administrators, and application developers, to address complex technical issues and ensure seamless IT operations. Communicate effectively with users, colleagues, and management regarding technical updates, project status, and service improvement initiatives. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases