Service Desk Agent

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) Job Description Must Have Technical/Functional Skills Service Desk Roles & Responsibilities 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 TCS Employee Benefits Summary Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. Qualifications: BACHELOR OF COMPUTER SCIENCE #J-18808-Ljbffr