IT Help Desk Support Associate

WHAT MAKES US A GREAT PLACE TO WORK

We are proud to be consistently recognised as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor’s Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 12 years. We believe that diversity, inclusion and collaboration are key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can thrive both professionally and personally. We are publicly recognised by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ and parents

WHAT YOU’LL DO 

You will, as the Technology Solutions Group (TSG) Support Associate (position at Bain which is a technical support role) be responsible for providing assistance to employees with IT-related issues and problems. The Associate will serve as the primary point of contact for these issues and will be responsible for troubleshooting and resolving hardware and software problems on computer systems. They will also be responsible for maintaining an accurate inventory database and repair log, enforcing TSG guidelines and policies, managing user accounts and permissions, coordinating off-site repairs with external vendors, and supporting the development of end-user training programs. This position requires strong problem-solving and customer service skills, as well as a solid understanding of computer systems and software.

Operations & Support (100%):

• You will serve as the primary contact for IT-related problems and issues for Bain employees

• You will install, configure, and upgrade software and operating systems

• You will investigate, troubleshoot and resolve hardware and software problems on computer systems

• You will maintain an accurate inventory database, repair log and activity log

• You will enforce TSG guidelines and policies

• You will manage user accounts and set permissions

• You will coordinate off-site repairs with external vendors

• You will work with other TSG staff to test new applications and upgrades

• You will support the development of end-user training programs

ABOUT YOU 

Bachelor’s degree in a relevant field, or an equivalent combination of education, training and experience is required. Work experience in a customer service or technical support role, with remote support tools and techniques is required. Previous corporate experience is preferred.

Excellent customer service skills and demonstrated interest in and aptitude for technology and technical issues are paramount to success in this position. . 

• Must communicate well with customers and members of the team, display a confident and self-motivated approach

• Strong time management and prioritisation skills in a multi-tasking environment

• Ability to work well in a team environment, support other members of the TSG team as they support our customers

• Ability to be calm and think clearly under pressure

• Aptitude for analytical problem resolution, display basic troubleshooting skills and approaches 

Experience in managing and prioritising service requests and escalations, as well as experience in creating and maintaining documentation, processes, and procedures is also needed.

Must have the ability to occasionally work extended hours, including evenings and weekend hours to meet project deadlines or resolve issues.

*Please note that this role is an ONSITE role that require presence in the office five (5) days a week, Monday through Friday. 

Shift work on rotation: 8AM to 4:30PM or 9AM to 5:30PM Monday to Friday.

Potential to join the on-call support rotation 24/7, normally one week in five, after training.