Service Desk Agent

Service Desk Agent is a contract position with Hexaware. The role involves receiving, triaging, and resolving incoming contacts to closure, troubleshooting end-user desktop application issues, and providing timely resolution of problems. The agent will support PCs, laptops, printers, cell phones, IP Phones, and tablets, and perform account management and maintenance for various applications and systems.

Requirements

• Receive, Triage, Resolve, and Assign and track all incoming contacts (call, mail, chat, and web) to closure.
• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution.
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction.
• Support and maintain effective relationships with users.
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.
• Provide support for PCs, laptops, printers, cell phones, IP Phones and tablets etc.
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, terminal and MDM (mobile device management).
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicates with customers at all levels of technical and non-technical skills sets.
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.