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    Service Desk Agent - New York, United States - Hexaware Technologies

    Default job background
    Technology / Internet
    Description

    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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