Service Desk Agent

2 weeks ago


New York, United States Hexaware Technologies Full time

Position: Service Desk Agent Location: Duluth, GA (Hybrid) Hiring: Contract

Note: This is a Nightshift role.

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)


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