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, and Assign and track all incoming contacts (call, mail, chat, and web) to closure. • Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution. • Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction. • Provides case status updates to management and end-users per service level guidelines. • Support and maintain effective relationships with users. • Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. • Provide support for PCs, laptops, printers, cell phones, IP Phones and tablets etc. • Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, terminal and MDM (mobile device management). • Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). • Communicates with customers at all levels of technical and non-technical skills sets. • Follow all standard operating procedures (SOP) through the effective use of Knowledge management. All your information will be kept confidential according to EEO guidelines.