Service Desk Agent

Role:
Service Desk Agent /

Location:

Sandy Spring, GA (Atlanta) and Chanhassen, MN / Type:
Contract with Hexaware / F2F interview is Mandate.

• Receive, triage, resolve, assign, and track all incoming contacts (call, mail, chat, and web) to closure.
• Diagnose and troubleshoot end‑user desktop application issues and provide appropriate solutions.
• Provide timely resolution of problems or escalation on behalf of the customer and ensure their satisfaction.
• Provide case status updates to management and end‑users per service level guidelines.
• Support and maintain effective relationships with users.
• Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support.
• Provide support for PCs, laptops, printers, cell phones, IP phones and tablets.
• Support end users in the use of applications such as Microsoft Office, ERP, CRM, VPN, terminal and MDM.
• Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, and perform password resets).
• Communicate with customers at all levels of technical and non‑technical skill sets.
• Follow all standard operating procedures (SOP) through the effective use of knowledge management.

All your information will be kept confidential according to EEO guidelines.