IT Help Desk Associate – Level III

About the role

The IT Help Desk Associate III provides Level‑1 support for desktop, laptop, and peripheral issues across a 24 × 7 environment. The role involves handling inbound and outbound calls, web tickets, and chat requests while working rotating shifts within a five‑day work week.

Key responsibilities

• Diagnose and resolve PC client problems, including hardware, software, operating system, and printer issues.
• Provide information on IT processes, answer general how‑to queries, and communicate known outages.
• Analyze symptoms, consult the Knowledge Base, apply fixes, document actions, and escalate complex cases to Level 2 teams.
• Monitor critical tickets, follow up with Level 2 support, and ensure timely completion.
• Maintain telephone etiquette and deliver high‑quality customer service via calls, email, and chat.

Required profile

• Minimum high school diploma (HSC); technical diploma preferred but not mandatory.
• At least 2 years of experience in a technical support or voice‑based process.
• Strong English communication skills, clear speech, and active listening.
• Ability to work rotational shifts and handle a 5‑day work week.

Required skills

• Thorough knowledge of Windows 10 and later operating systems.
• Proficiency with Microsoft Office 365 and Outlook 2016 or newer.
• Basic understanding of networking concepts, LAN troubleshooting, and remote‑access issues.
• Experience configuring and troubleshooting Office 365 services.
• Familiarity with PC hardware, printers, and general internet technologies.