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On-site
Atlanta, GA, United States
Posted · 08.02.2017
SmartRecruiters (US)

# Service Desk Agent

SoftNice INC

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.

This job was verified from SmartRecruiters (US). Applications are completed on the original source.

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