IT Service Desk Associate (Night Shift)

Catalyst BPX Inc. specializes in Business Process Outsourcing (BPO) and Call Center Services. Our company excels in providing comprehensive solutions, including inbound and outbound calls, email and chat support, strategic marketing and sales initiatives, meticulous finance and accounting campaigns, and adept IT solutions and knowledge management assistance.

We are looking to add a dynamic individual to our team. In this role, you will be the go-to person for top-notch support across a variety of platforms, including SaaS (Software as a Service) and more. As a key member of our team, you will handle IT-related inquiries, ensuring smooth operations and seamless experiences for our employees.

Key Responsibilities:

• Provide Level 1 support for all hardware and software requests and incidents, ensuring timely resolution and appropriate escalation.
• Manage tickets raised by employees via phone, email, chat, and direct contact; assist in resolution or reassignment to the appropriate teams as necessary.
• Keep employees informed with regular updates on fault/diagnosis progress until resolution.
• Escalate support queries to the appropriate teams and collaborate to ensure timely resolution.
• Perform user administration tasks within admin systems such as Google Workspace, Slack, ClickUp, etc.
• Handle hardware (Windows and MacOS) and software installations, ensuring compliance with licensing procedures and maintaining a complete asset listing.
• Handle asset management, logistics, and asset tagging.
• Gain a comprehensive understanding of the full range of services provided by Catalyst BPX Inc.
• Develop and maintain an understanding of business priorities and support requirements.
• Contribute to the continuous improvement of end-user services.

What Were Looking For:

• Exceptional customer service skills.
• Excellent communication skills, both written and spoken.
• Strong knowledge of Google products, including G-Suite and associated products.
• Ability to multitask and work well under pressure.
• Proven ability to support remote employees across different platforms (Windows and MacOS).
• Experience in troubleshooting, ticketing, and documentation.

We invite you to be a part of our dynamic team and contribute to our mission of delivering exceptional service and support.