Service Desk Agent

Trouble Tickets, technical support
Contract Independent, Contract W2, C2H W2, Part Time
Work from home not available Travel not required

Job Description

Hexaware Inc. is looking for Service Desk Agent for Atlanta, GAThis is long term role.


About us:

Hexaware is a leading global provider of IT & BPO services and consulting. The company focuses on key domains such as Banking, Financial Services, Insurance, Travel, Transportation, Manufacturing & Retail, Logistics, Life Sciences and Healthcare. Our business philosophy, "Your Success is Our Focus," is demonstrated through the success we ensure for our clients. Hexaware focuses on delivering business results and leveraging technology solutions by specializing in Business Intelligence & Analytics, Enterprise Applications, Quality Assurance and Testing, Remote Infrastructure Management Services and Legacy Modernization. Founded in 1990, Hexaware has a well-established global delivery model armed with proven proprietary tools and methodologies, skilled human capital and SEI CMMI-Level 5 certification. Hexaware is an Equal Opportunity Employer.


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Job Description:


Desktop Support

  • 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
  • Exposure to security operations or Monitoring is preferred.
  • 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 provided
  • Proficiency in MS FIM will be an added advantage
  • Proficiency in Altris (Software Deployment) will be an added advantage

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Dice Id : hexaware
Position Id : 818148
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