Service Desk Agent

Must Have Technical/Functional Skills

• 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 SLAs for ticket handling and KPIs 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 $ 55,000-$ 70,000 years

In order to comply with U.S. laws and regulations pertaining to this position, the person(s) hired must be a U.S. Citizen or U.S. Permanent Resident (i.e. Green Card Holder), Political Asylee or Refugee.

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 Assista nce, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

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