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, assign, and track all incoming contacts (call, mail, chat, and web) to closure. Diagnose and troubleshoot end‑user desktop application issues and provide appropriate solutions. Provide timely resolution of problems or escalation on behalf of the customer and ensure their satisfaction. Provide case status updates to management and end‑users per service level guidelines. Support and maintain effective relationships with users. Develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support. Provide support for PCs, laptops, printers, cell phones, IP phones and tablets. Support end users in the use of applications such as Microsoft Office, ERP, CRM, VPN, terminal and MDM. Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, and perform password resets). Communicate with customers at all levels of technical and non‑technical skill sets. Follow all standard operating procedures (SOP) through the effective use of knowledge management. Additional Information All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr SoftNice INC