Service Desk Agent

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

· Willingness to work in a rotational shift 24*7*365

· MCP (Preferred)

· HDI Certified (Preferred)

· A+ (Preferred)