Service Desk Associate

Cloud Ascent

Technical support:

• Serve as the first point of contact for users seeking technical assistance by answering their calls, emails, and chat messages.
• Troubleshoot and resolve basic IT issues related to Microsoft cloud solutions, Windows OS, user accounts, and hardware/software.
• Investigate and troubleshoot system-related incidents, ensuring timely resolution and accurate documentation of technical issues and user interactions.
• Escalate more complex IT technical issues to senior technical roles for resolution.
• Handle user onboarding activities, including remote laptop setup, account creation, and configuration of Microsoft 365 applications.
• Create, update, and maintain accurate documentation of incidents, requests, and resolutions in the company s ticketing system which is Dynamics 365 Customer Service.
• Assign tickets to the appropriate team members or departments, ensuring timely handling and resolution of incidents and requests.
• Follow up with customers to ensure their satisfaction and confirm closure of tickets.
• Provide excellent customer service, ensuring timely communication and follow-ups.
• Support continuous improvement of service desk processes and technical documentation.

Customer Communication:

• Engage with customers to thoroughly understand their technical concerns, offering clear communication and timely updates on IT incidents from identification through to resolution.

Professional Development/ Training:

• Stay current with the latest cloud technology trends by actively researching and exploring advancements in Microsoft cloud services.
• Prepare for and pursue Microsoft certifications to further develop expertise and gain recognized credentials in cloud technologies.