Job Details
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)