Associate Process Manager

About the role

A proactive Associate Process Manager who excels in troubleshooting, process improvement, and customer satisfaction. Leveraging deep technical knowledge, they diagnose and resolve hardware, software, and networking issues remotely and on-site. They guide users through problem‑solving steps, document solutions, and collaborate with teams to refine support procedures. With strong communication skills and a customer‑oriented mindset, they ensure timely resolution of support requests while identifying opportunities for process enhancements. This role blends technical expertise with leadership, driving efficient IT support operations and continuous improvement.

What you’ll do

• Serve as first point of contact for internal users via phone, email, or other media
• Perform remote troubleshooting using diagnostic techniques
• Determine best solutions based on user issues
• Walk users through problem‑solving steps
• Respond to client support requests
• Contact clients to clarify problem nature
• Troubleshoot hardware and software issues
• Install and maintain hardware and peripherals
• Install and upgrade operating systems and software
• Troubleshoot networking and connection issues
• Advise on software or hardware upgrades
• Escalate unresolved issues to higher support levels
• Provide accurate information on IT services and support mechanisms
• Record events and resolutions in logs
• Follow up and update user status
• Collect user feedback for internal teams
• Identify and suggest process improvements

What you’ll bring

• Proven help desk technician experience
• Proficient with MS Office, Teams/Zoom, remote tools
• Strong understanding of computer systems and mobile devices
• Ability to diagnose and resolve basic technical issues
• Excellent written and verbal communication
• Customer‑oriented and calm under pressure
• Bachelor's or Master's degree

Skills

Education

Bachelor's / Master's