Associate II - Cloud Infrastructure Services

IT Service Desk – Job Description Role: Service Desk Engineer / Service Desk Analyst Key Responsibilities Provide Level 1 technical support through phone, chat, email, and web tickets. Log, categorize, prioritize, and assign incidents and service requests using ITSM tools. Troubleshoot and resolve common end-user issues. Escalate unresolved incidents to appropriate support teams. Act as the single point of contact for end users and customers. Communicate status updates and major incident notifications to stakeholders. Maintain accurate ticket documentation and follow SLA requirements. Contribute to knowledge base creation and process improvements. Ensure compliance with organizational policies and confidentiality requirements. Required Skills Good customer service skills (Voice, Chat, Web Tickets). Strong communication and interpersonal skills. Understanding of Incident Management and Service Request Management. Analytical and problem-solving skills. Ability to work under pressure and meet deadlines. Self-learning and proactive attitude. Technical Skills Windows 10 / Windows support. macOS support. Microsoft 365 / Exchange Online. Citrix. VPN and Remote Access tools. Active Directory User Administration. Mobility support. ServiceNow, Remedy, or similar ITSM platforms. Software installation and troubleshooting. User Access Management and basic system administration. Preferred Qualifications ITIL Certification (preferred). Knowledge of the ITIL framework. Experience in Service Desk Operations.