Service Desk Agent

Role: Service Desk Agent
Location: Sandy Spring, GA (Atlanta) and Chanhassen, MN
Type: Contract with Hexaware
F2F interview is Mandate.

Job description:
• 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.
• Provides case status updates to management and end-users per service level guidelines.
• 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.

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