Process Associate - Service Desk Technical Support

Inviting applications for the role of Process Associate - Service Desk Technical Support

In this role, you will act as the first point of contact for IT support, assisting users with technical issues via phone, chat, and email, ensuring timely resolution or escalation.
In this role, you will manage and prioritize support tickets, accurately document incidents, and follow established processes to maintain service quality.
In this role, you will deliver a customer-centric support experience, adhering to SLAs, compliance standards, and organizational policies.

Responsibilities

Service Desk L1

• Receive and log incidents and service requests via phone, email, chat, and ITSM tools.

• Manage end-to-end user lifecycle operations in Active Directory and Azure Active Directory, including user creation, modification, and disablement.

• Deliver and support authentication, access, and security controls through Okta, including MFA enrolment, validation, and access troubleshooting.

• Own and resolve incidents and service requests in ServiceNow, ensuring accurate categorization, prioritization, documentation, and timely resolution.

• Perform password resets, account lock/unlock activities, and access provisioning for VPN, enterprise applications, and SharePoint.

• Administer SharePoint site access, permissions, and basic site management tasks in line with security policies.

• Monitor and validate endpoint compliance and device health using Microsoft Intune, escalating non-compliant issues as required.

• Troubleshoot and resolve Windows OS, iOS (iPhone/iPad), and Microsoft Office applications, including Outlook and Microsoft Teams.

• Diagnose and fix hardware, desktop, and peripheral issues to restore end-user productivity.

• Maintain and update accurate asset records in ServiceNow, including asset creation, modification, tagging, and lifecycle tracking.

• Deliver high-quality, customer-focused end-user support with clear communication, professionalism, and empathy.

• Meet and maintain defined SLA and quality targets by prioritizing workload and ensuring timely issue resolution.

• Document incidents, service requests, troubleshooting steps, and resolutions with detailed and audit-ready work notes.

• Create, review, and update SOPs, user guides, and knowledge base articles to support self-service and first-call resolution.

• Apply structured and logical troubleshooting methodologies to efficiently diagnose and resolve technical issues.

• Escalate unresolved or complex issues to Level 2/3 teams with clear technical details and business impact.

• Support user onboarding and offboarding activities by provisioning and deprovisioning system access.

• Follow and enforce IT security policies, access controls, and data protection standards.

• Collaborate with internal IT teams to improve resolution times, knowledge coverage, and service quality.

Qualifications we seek in you!

Minimum Qualifications

• College diploma or university degree in the field of computer science.

Preferred Qualifications/ Skills

• Familiar with ITIL framework.

• Beginning to intermediate knowledge of administration and troubleshooting OS related issues.

• Beginning to intermediate knowledge of installation and troubleshooting of the following software suites: Adobe, Microsoft Office and other productivity suites.

• Expertise in Active Directory administration, including creation of domain/exchange accounts.

• Excellent troubleshooting skills.

• Good interpersonal skills and attention to customer service.

• Ability to work effectively in a fast-paced environment.

• Ability to communicate effectively.

• Ability to effectively prioritize incidents and service requests.

• Ability to work in flexible hours based on business demands - and on-call support in off business hours and on weekends, as necessary.