Technical Helpdesk Associate - Hybrid

. Key Roles & Responsibilities

• User Access Management
• Process user account requests, including password resets and new user creation, in accordance with submitted service requests.
• Validate request forms for completeness and accuracy before provisioning access.
• Coordinate with the reporting manager when forms are incomplete or incorrect to ensure proper authorization prior to execution.
• Follow defined security and compliance protocols while granting system access.
• Request Validation & Approval Coordination
• Review incoming requests to ensure all required approvals and details are present.
• Proactively follow up with managers and stakeholders for pending approvals.
• Maintain accurate documentation of request validations and approvals.
• Communication & Email Management
• Provide timely updates to end users and stakeholders regarding request status via email.
• Respond promptly to queries and ensure effective communication across teams.
• Maintain professional communication standards in all interactions.
• Reporting & Data Management
• Generate and maintain predefined reports in Microsoft Excel as per organizational requirements.
• Ensure data accuracy and consistency in all reports.
• Assist in improving reporting processes where applicable.
• Operational Efficiency & Multitasking
• Manage multiple requests simultaneously while meeting defined service level agreements (SLAs).
• Prioritize tasks effectively in a high-volume support environment.
• Demonstrate strong time management and organizational skills.
• Required Qualifications & Skills
• Minimum 5+ years of experience in a technical helpdesk or IT support role.
• Strong working knowledge of Microsoft Excel (e.g., formulas, data handling, reporting).
• Experience in user account management and access provisioning.
• Excellent written and verbal communication skills.
• Ability to multitask efficiently and handle high email volumes.
• Strong attention to detail and problem-solving mindset.
• Familiarity with IT service management tools and ticketing systems is preferred.
• Preferred Attributes
• Ability to work independently while collaborating with cross-functional teams.
• Strong customer service orientation.
• Quick response time and ability to manage priorities effectively.