Helpdesk Senior Associate

3 weeks ago


Halifax, Canada United Software Group Inc Full time

Job Title: Helpdesk Senior AssociateLocation: Halifax Nova Scotia, RemoteJob Description:You will be the first line of support for users, ensuring efficient resolution of Level 1 technical issues and maintaining high standards of customer service.Key Responsibilities:Diagnose and troubleshoot Level 1 problems with personal computer hardware, software, and peripherals.Answer the help desk line and respond promptly to user requests regarding computer systems.Acknowledge receipt of all user requests within defined service levels.Initiate and manage service orders (tickets) for all user requests, assisting users to ensure accurate information is provided.Maintain up-to-date user information and documentation.Participate in managing and resolving client requests via the ticketing system to closure.Basic Qualifications:Strong telephone etiquette and effective communication skills.Ability to develop business relationships and interact with users professionally.Basic troubleshooting skills for hardware, software, and peripheral issues.Fundamental understanding of network, server, and desktop administration, including installations, upgrades, techniques, tools, and equipment.Proven experience in a helpdesk or technical support role.Nice to Have:Industry certifications (e.g., CompTIA A+, ITIL) are a plus but not required.



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