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Job Title: Service Desk Agent- Level 1/2
Location: San Diego, CA and Westborough MA
We are hiring a talented Service Desk Agent professional to join our team. If you're excited to be part of a winning team, Zensar is a great place to grow your career. You'll be glad you make the right choice to join us.
Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing voice/non-voice support
Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
Provide remote infrastructure support delivery and performing problem cause analysis
Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
Anticipate customer needs and effectively addressing concerns related to their issue or resolution
Provide direct technical assistance to customers via phone, web-portal, email, and chat.
3-10 years of experience in Service Industry
Owns end to end responsibility to progress each ticket logged within ServiceNow platform for any resolver group, irrespective of geography, application or support area.
Tickets to be managed by priorities and determined by Customer specific business impact, with the Service Desk operative providing regular end-user updates and escalating within any resolver groups, Customer team or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the End User.
Each associated Service Desk operative will be familiar with Customer business imperatives, technologies and support processes. They will be responsible for progressing to completion.
Troubleshoot, diagnose and analyze the issues and implement corrective solutions related to Laptops/ desktops/ mobiles and peripherals
Utilize LogMeIn remote desktop management tool to facilitate troubleshooting efforts with end users
Document the activities, situational facts, communication, troubleshooting and update the knowledge base during troubleshooting activities
IMACD activities, training and job-aids for new users
Vendor coordination with third-party firm to manage the Asset Management lifecycle.
Desktop / laptop / phones / tablet OS to support - MAC, PC, IOS, Android
Provide basic level knowledge to users on hardware & software usage including onboarding orientations
Recommend, implement and manage self-help capabilities that enable all End Users to perform self-service activities
ITIL v3/v4 Foundation certified
General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), MacOS, MDM, O365 and Active Directory
Exceptional verbal and communication skills
Unparalleled Listening and Comprehension capabilities
Proven service industry front line experience with handling high value/critical customers
Ability to keyboard to capture important details on a call for documentation
Good to Have:
Demonstrates knowledge on Quality Management Program.
Preferred MCP/MSCE/MSCA/MCITP or A+, N+, Sec+, ITIL, HDI
ITIL knowledge of V3 or V4 especially on Service Desk, Incident, Major Incident, Problem, and Change Management preferred
InfiCareTechnologies| 22375 Broderick Drive #225 Dulles VA 20166 |
703-945-1834 Direct | *************
Servicing our clients since 2001 MBE/ DBE Certified in VA, MD, PA, NJ, NC, CA
IT Services * Application Development * Mobility Solutions