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Associate Support Analyst

Job Category:

Information Tech

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Job Description

Individual Accountabilities:

• Responsible for seamless functioning of technology and applications for the benefit of internal and external users
• Provide first level of support from in-house software to hardware, such as laptops, desktops, printers, mobile devices (e.g. iPhones, iPad, and Windows 10 Pro).
• Ensure service calls from customers are addressed accurately and in a timely fashion, with emphasis on customer care.
• Resolves first level technical issues and log tickets into Service Desk ticket tracking system called Service Now.
• Ensure that the North American Service Desk Mailbox and work queues are routinely monitored and that all inquiries and requests are actioned in line with the Service Desk Operational Performance Targets.
• Escalate complex incidents to second level support as directed by the process and procedures.
• Participate in writing support documentation to assist analysts with requests for information and provide training if required. This includes participating in developing and maintaining a checklist for common technical issues.
• Reset network or application passwords according to the End User Support policy.
• Issue company service bulletins regarding software and hardware outages (also known as Priority 2 issues).
• Assist in reviewing Service Desk calls and tickets and report to management any inefficiency in process to ensure quality service is provided to end-users.
• Work on special projects or duties related to Service Desk as assigned or requested.

Job Requirements:

• Bachelor’s degree in any course (Computer related course is a plus.)
• Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory and a variety of other Service Desk related applications.                         
• Technical service experience and strong customer service orientation (At least 2 years’ experience in Customer Service / Technical Support is a plus.)
• Experience in support of a dynamic Service Desk environment covering desktop and application troubleshooting is preferred.
• Good verbal and written communication in English; able to effectively articulate technical vision, possibilities, and outcomes   

• Ability to work in a rotating schedule
• Knowledge of Service Now is a plus
• Service Desk Analyst Certification is a plus                                                                                                    
• An ITIL qualification is a plus

Familiar with:

Microsoft Office Suite
Windows Administration (Windows 7, 8, 10, XP, Vista)
Remote Desktop Support
Advanced printer / peripheral device troubleshooting
Remote support for handheld smart phones and tablets.