Service Desk Agent - Atlanta, United States - Hexaware Technologies

Description

Position: Service Desk Agent

Location: Sandy Springs, GA

Hiring: Contract

The following information aims to provide potential candidates with a better understanding of the requirements for this role.

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)