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Service Desk Agent

4 months ago

Atlanta, United States Hexaware Technologies, Inc Full time

Position: Service Desk Agent

Location: Atlanta, GA (Remote)

Hiring: Contract

Shifts Timing:

Morning: 7am to 4, 8 am to 5

Afternoon: 1pm to 11pm,

JD:

Responsibilities

  • Provide a consolidated point of contact for providing Tier 1 technical support to the end users
  • Provide 1st level technical support for all IT related issues
  • Respond to trouble tickets via phone and email in a timely manner
  • Determine the scope of the trouble ticket and the responsible department
  • Research and resolve technical trouble tickets
  • Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation to keep impact minimal
  • Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures
  • Establish and maintain a professional relationship with customers, team members and department contacts
  • Cooperate with team members to provide the best customer experience possible
  • Provide quality customer service that exceeds customer expectations
  • Escalate to supervisor any situation outside the employee''s control that could adversely impact the services being provide.
  • Proficiency in MS FIM will be an added advantage.
  • Proficiency in Altris (Software Deployment) will be an added advantage

Requirements:

  • Associate degree in information technology or equivalent related work experience
  • Minimum (2) plus years experience in a technical support role
  • Ability to troubleshoot Laptop / Desktop / Peripherals etc.
  • Ability to troubleshoot using Remote desktop tools
  • Excellent customer service and communication skills
  • Ability to work under pressure and at a fast pace
  • Flexible to support voice, email and chat support
  • MCP (Preferred)
  • HDI Certified (Preferred)
  • A+ (Preferred)