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Service Desk Agent

Columbus, OH, US • Posted 7 days ago • Updated 7 days ago

Full Time

No Travel Required

On-site

$50,000 - $58,000/yr

Fitment

Dice Job Match Score™

🔗 Matching skills to job...

Job Details

Skills

service desk
servicedesk
call
Issue Tracking
Computer Hardware

Summary

Assist in maintaining knowledge base articles and FAQs for common issues.
Diagnose and resolve technical issues related to hardware, software, and network connectivity.
Document all interactions and resolutions in the service desk ticketing system.
Escalate complex issues to higher-level support teams as necessary.
Monitor and follow up on open tickets to ensure timely resolution.
Participate in service improvement initiatives and contribute to team goals.
Provide guidance and training to end-users on software and hardware usage.
Respond to incoming support requests via phone, email, or chat in a timely manner.
Adhere to all SLA’s for ticket handling and KPI’s associate to technician and group performance
Coordinate training and documentation of troubleshooting and support processes
Diagnose issues and requests using remote control tool capability, and when possible implement corrective actions and Identify opportunities to increase first call resolution rates by identifying trends
Excellent interpersonal skills and team co-ordination
Hands-on experience in supporting IT Service Desk
Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools
Provide Level 1 assistance to inquiries into the features, functions, and usage of software.
Receive, categorize, prioritize, log, troubleshoot and monitor all tickets (e.g., Incidents, inquiries, and Service Requests)
Utilize a pre-defined template on every call and fill out each template completely

Willing to work in 24/5 shift rotation (including holidays)

Salary Range: $50,000-$55,000 a year

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91172467
Position Id: 8978909
Posted 7 days ago

Contact the job poster

Varsha Rani

Recruiter @ TATA Consultancy Services Limited

View Profile

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